eDiscovery Customer Success Manager

Consilio LLC • ,

21d • Remote

About The Position

The Managed Services Customer Success Manager (CSM) is a strategic, client-facing role responsible for leading the client-side implementation experience, driving adoption of the Managed Services operating model, and supporting long-term success for Managed Services clients. The CSM serves as a trusted advisor, helping clients maximize the value of their investment through workflow optimization, enablement, standardization, and strategic partnership.

The CSM is the primary liaison between clients and internal teams throughout onboarding, implementation, and ongoing engagement. The role leads client-facing implementation strategy, workflow alignment, change management, and user enablement, while partnering with Project Managers and Portfolio Team Leads, who retain responsibility for project execution, resource coordination, timelines, and delivery milestones.

The CSM champions standardized workflows, client self-sufficiency, and measurable business value through scalable, efficient, and sustainable solutions. The role also partners with Account Management teams to support client retention, account health, and expanded service adoption. The CSM owns client engagement and stakeholder management, onboarding readiness, workflow consultation, adoption planning, training, post-implementation success, value realization, account health, and documentation and best-practice development. The role connects clients, Project Managers, Portfolio and Delivery Leaders, and Sales and Account teams to keep client objectives and business outcomes aligned throughout the engagement lifecycle.

Requirements

• Bachelor’s degree required.
• At least 5 years of experience in eDiscovery, litigation support, customer success, consulting, implementation management, or related client services roles.
• Experience managing client-facing relationships in a technology-enabled services environment.
• Strong technical aptitude and experience with eDiscovery platforms, including RelativityOne, Relativity Server, Everlaw, Reveal, or comparable technologies.
• Ability to lead client-facing implementations, guide workflow strategy, drive adoption initiatives, and support long-term client success.
• Experience delivering training programs, workshops, presentations, and executive-level communications.
• Ability to collaborate across multiple teams and influence outcomes without direct managerial authority.
• Exceptional communication, presentation, and stakeholder engagement skills.
• Strategic, consultative, and customer-focused mindset.
• Strong process improvement, workflow analysis, and documentation capabilities.
• Effective problem-solving and critical-thinking skills.
• Ability to manage competing priorities in complex client environments.
• Strong business acumen focused on value realization and client outcomes.
• Ability to influence and drive alignment across cross-functional teams.

Nice To Haves

• Advanced degree (JD or Master’s).
• Relativity RCA certification.

Responsibilities

• Serve as the primary client-facing point of contact throughout implementation and post-implementation, building trusted relationships with key stakeholders.
• Own post-implementation client relationships, supporting ongoing adoption, engagement, and measurable value realization.
• Provide regular reporting, status updates, and cost-savings analyses in partnership with analysts.
• Represent the voice of the customer, provide strategic guidance, facilitate QBRs, and translate client feedback into actionable recommendations.
• Lead client-side implementation strategy, onboarding readiness, workflow alignment, and change management.
• Analyze client processes and recommend workflow improvements that enhance efficiency, consistency, scalability, and user adoption.
• Partner with Project Managers and Delivery Leaders to align implementation activities with client objectives, Managed Services best practices, and onboarding outcomes.
• Drive adoption of standardized Managed Services workflows, operational best practices, and service capabilities.
• Promote client self-sufficiency through training, documentation, coaching, and workflow guidance.
• Monitor adoption trends and identify opportunities to improve workflow maturity, process standardization, and long-term client success.
• Maintain expertise in supported eDiscovery platforms, emerging technologies, industry trends, and evolving data types.
• Provide workflow consultation, practical platform guidance, and recommendations aligned with Managed Services best practices.
• Deliver client training, demonstrations, and enablement programs, partnering internally to validate programs that support adoption goals.
• Create, maintain, and enhance client-facing implementation plans, workflow guides, user materials, playbooks, and best-practice documentation.
• Maintain the Managed Services Professional Services documentation library and keep materials current as workflows, technologies, and services evolve.
• Promote consistency through standardized templates and knowledge sharing, partnering with Managed Services leadership to develop and deliver best practices.
• Develop understanding of client priorities, utilization trends, and business objectives to support long-term account health.
• Partner with Account and Sales teams on client retention and identify opportunities for expanded service adoption.
• Contribute client insights, adoption metrics, and recommendations to account planning and growth discussions.
• Lead initiatives that improve client experience, workflow consistency, operational efficiency, and documentation quality.
• Foster collaboration across Project Management, Managed Review, Data Analytics, Custom Solutions, and Account teams.
• Influence without direct authority while promoting continuous improvement, consistency, and scalability across Managed Services client engagements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level