Customer Success Manager

Epiq Company; New York (NY); Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Annual bonus

Job summary

Epiq, a leader in legal technology, invites you to join its Customer Success Team in New York. In this hybrid role, you’ll guide clients from go-live through renewal, ensuring lasting value from our AI-enabled platform.

As one of the first customer success hires, you’ll own accounts, lead onboarding, align goals, train users, monitor adoption, and collaborate with Sales, Product, and Engineering to drive renewals and expansions.

Qualifications

• 4+ years in customer success or account management in B2B SaaS.
• Experience owning many accounts with renewals and expansions.
• Familiar with usage data and knowing which accounts need attention.
• Ability to spot disengaged accounts early, not just at renewal.
• Confident advising lawyers and handling nuanced conversations.
• Ability to learn the platform and train users.
• Hands-on use of customer success tools; daily use of AI in work.

Responsibilities

• Account Ownership: Take over each account at go-live and own it for the life of the relationship.
• Onboarding: Lead onboarding and help clients' lawyers fit the platform into their workflow.
• Client Goals: Agree on goals, review progress, and adjust the plan as needed.
• Training and Adoption: Train new groups of users and drive adoption.
• Account Health: Monitor usage via scorecard and adoption reporting, and act before renewal.
• Renewals and Expansion: Own renewals and flag expansion opportunities with Sales.
• Internal Sales Training: Lead internal sales training with the Customer Enablement Specialist.
• Automation: Use CS tools to automate routine account work.
• Process Design: Help design how our CS function works as it grows.
• Voice of the Client: Share adoption data and client feedback with Product.

Skills

Customer success

Account management

Usage data

Renewals & expansions

Advising lawyers

Training others

AI in daily work

Job description

Customer Success Manager### Customer Success ManagerApply: Hybrid: Work in Office Part-Time: USA-New York-NY-1166 Avenue of Americas: Full time: Posted Today: R0035401At **Epiq**, your work contributes to complex, global legal outcomes. You’ll join a values‐driven community where integrity guides decisions, **relentless service** sets the bar, and we **thrive on big challenges** together. We invest in your growth with enterprise‐wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, **you’ll do the most meaningful work of your career** and see your impact at scale.**Job Description:**## About Epiq AI LabsEpiq AI Labs, established by Epiq in 2025, brings together builders, researchers, academics, legal professionals, and industry leaders to advance AI for complex legal and corporate challenges. Its work includes foundational AI research, large-scale data analysis, collaborative development of practical solutions, and AI education. Alongside research, the Labs leads the development of Epiq’s flagship AI platform—the foundation for AI-powered workflows across litigation, compliance, antitrust, and other complex legal and corporate matters. ## About the RoleAs a Customer Success Manager, you’ll guide clients from go-live through renewal and make sure they get lasting value from our platform. You’ll take over each account from a Forward-Deployed Legal Engineer and own it for the life of the relationship, advising the legal teams you serve: understanding their goals, building the platform into their daily work, and finding new ways it can help.As one of our first customer success hires, you’ll help decide how our customer success work gets done. You’ll work closely with our Legal Engineers, Customer Enablement Specialist, Product, Engineering, and the Sales team. You don’t need to be a lawyer, but you’ll be comfortable leading conversations with lawyers. You’ll work from our New York office and serve clients in every region, including EMEA and APAC. ## What You’ll Do* **Account Ownership:** Take over each account at go-live and own it for the life of the relationship.* **Onboarding:** Lead onboarding and help each client’s lawyers fit the platform into how they already work.* **Client Goals:** Agree on goals with each client, meet regularly to review progress, and adjust the plan as needed.* **Training and Adoption:** Train new groups of users and help early adopters bring their colleagues along.* **Account Health:** Track usage through scorecard and adoption reporting, notice warning signs, and act on them well before renewal.* **Renewals and Expansion:** Show each client the value it has received, own renewals, and bring in the Sales team and our Legal Solutions Engineer when a client wants to expand.* **Internal Sales Training:** Lead internal sales training with our Customer Enablement Specialist.* **Automation:** Use customer success tools to automate routine account work.* **Process Design:** Help design how our customer success function works as it grows.* **Voice of the Client:** Share adoption data and client feedback with Product. ## What You Bring* 4+ years in customer success or account management in B2B SaaS, ideally in legal technology.* Experience owning many accounts at once, including renewals and expansion.* Comfort with usage data, and the judgment to know which accounts need attention.* The instinct to spot a disengaging account early, not at renewal.* Confidence advising lawyers and handling nuanced conversations about their work, without needing a lawyer’s depth.* The ability to learn the platform well enough to train users and answer their questions.* Hands-on use of customer success tools, and daily use of AI in your own work. ## Nice to Have* Experience at a law firm, in a corporate legal department, or in legal tech or eDiscovery.* Consulting or advisory experience.* Experience building customer success playbooks or user communities. ## What Success Looks Like* Clients use the platform in their daily work after go-live, and adoption grows.* Accounts you own renew.* Expansion opportunities you flag turn into new use cases and practice groups.#LI-KS1 #1100 Epiq eDiscovery Solutions, Inc. The Compensation range for this role is $150,000 - $175,000 USD annually and may be eligible for an annual bonus. **In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.** **Must be authorized to work in the United States for any employer.**Your specific salary will be determined based on several factors:* **Location-based market rate** for the role* **Your abilities** in relation to the job specification* **Performance** during screening and interview* **Pay parity** with the wider team in the considered locationFurther details about the package will be provided during the initial screening call with the Talent Acquisition Team.Click here to learn about Epiq's Benefits.**Epiq Leadership Compass****Fosters Relationships & Collaboration**Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.* Build trust-based partnerships* Nurture long-term relationships* Remove collaboration barriers* Celebrate cross-team success**Engages & Influences**Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.* Use storytelling to build buy-in* Align communication with organizational goals* Guild alignment through strong engagement**Maximizes Performance**Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.* Use data to identify improvement opportunities* Make informed decisions* Align team goals with boarder strategy* Empower teams to manage their own goals* Translate vision into clear priorities* Prepare for disruptions with strong change management**Achieves Operational Success**Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.* Improve workflows for team efficiency* Use clear documentation and expectations* Resolve issues quickly using data and feedback**It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.**