Customer Success Manager

Epiq • New York, NY

1d • Onsite

About The Position

Epiq AI Labs is a group of builders, researchers, academics, legal professionals, and industry leaders advancing AI for complex legal and corporate challenges. It conducts foundational AI research, large-scale data analysis, collaborative solution development, and AI education, and leads development of Epiq’s flagship AI platform for AI-powered workflows across litigation, compliance, antitrust, and other matters.

The Customer Success Manager guides clients from go-live through renewal, ensuring they receive lasting value from the platform. The role takes ownership of accounts from a Forward-Deployed Legal Engineer at go-live and advises client legal teams by understanding their goals, integrating the platform into their daily work, and identifying further ways it can help. As one of the first customer success hires, this person will help shape the function and collaborate with Legal Engineers, the Customer Enablement Specialist, Product, Engineering, and Sales. The position is based in Epiq’s New York office and serves clients in all regions, including EMEA and APAC.

Requirements

• At least 4 years of experience in customer success or account management in B2B SaaS; legal technology experience is ideal.
• Experience managing multiple accounts simultaneously, including renewals and expansion.
• Comfort working with usage data and using judgment to determine which accounts need attention.
• Ability to identify signs of client disengagement early, before renewal.
• Confidence advising lawyers and handling nuanced conversations about their work; a lawyer’s depth of expertise is not required.
• Ability to learn the platform well enough to train users and answer their questions.
• Hands-on experience using customer success tools.
• Daily use of AI in one’s own work.
• Must be authorized to work in the United States for any employer.

Nice To Haves

• Experience at a law firm, in a corporate legal department, or in legal technology or eDiscovery.
• Consulting or advisory experience.
• Experience building customer success playbooks or user communities.

Responsibilities

• Own client accounts from go-live for the duration of each relationship.
• Lead onboarding and help clients’ lawyers integrate the platform into their existing workflows.
• Agree on goals with clients, review progress regularly, and adjust plans as needed.
• Train new user groups and support early adopters in bringing colleagues onto the platform.
• Monitor account health through usage scorecards and adoption reporting, identify warning signs, and act before renewal.
• Demonstrate client value, own renewals, and involve Sales and the Legal Solutions Engineer when clients seek to expand.
• Lead internal sales training with the Customer Enablement Specialist.
• Use customer success tools to automate routine account work.
• Help design and develop the customer success function and its processes.
• Share adoption data and client feedback with Product.

Benefits

• The company describes enterprise-wide learning and mobility, flexibility, and respect for life beyond work.
• The role may be eligible for an annual bonus.
• Epiq refers applicants to its benefits information, but specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed