Customer Success Manager

1100 Epiq eDiscovery Solutions, Inc.; New York (NY); Hybrid; USD 150,000 - 175,000; Full time

Job summary

Epiq AI Labs in New York is seeking a Customer Success Manager to guide law firms and corporate legal teams from go‑live through renewal, ensuring lasting value from our AI‑powered platform. You will own each account, collaborate with Product, Engineering, and Sales, and help clients integrate the platform into their daily workflows.

You don’t need to be a lawyer, but you’ll lead conversations with lawyers, manage multiple accounts, monitor adoption, and drive renewals and expansion.

Qualifications

• 4+ years in customer success or account management in B2B SaaS.
• Experience owning multiple accounts, including renewals and expansions.
• Comfort with usage data and the judgment to know which accounts need attention.
• Ability to train users and explain the platform to lawyers.

Responsibilities

• Own accounts from go‑live through renewal and expansion.
• Lead onboarding and help clients fit the platform into daily workflows.
• Track adoption and usage data to inform renewals.
• Coordinate with Sales, Product, and Engineering on client needs.
• Provide internal training and enablement for customers.
• Automate routine account work and help design CS processes.
• Share client feedback with Product to improve the platform.

Skills

Customer success

Account management

Data‑driven decisions

Lawyer communication

Job description

At 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 Labs Epiq 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 Role

As 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.
• Nice to Have: Consulting or advisory experience.
• Nice to Have: 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.

Compensation

The Compensation range for this role is $150,000 - $175,000 USD annually and may be eligible for an annual bonus.

Equal Employment Opportunity

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.

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.

Company Overview

Epiq is a leading global provider of integrated technology and services for the legal profession, including eDiscovery, managed services, bankruptcy, class action and mass tort administration, federal regulatory actions and data breach responses. Our innovative solutions are designed to streamline the administration of litigation, investigations, financial transactions, regulatory compliance and other legal matters. Epiq’s subject‑matter experts bring clarity to complexity, create efficiency through expertise and deliver confidence to our clients around the world. We strive for a cohesive, collaborative environment that focuses on group achievement. With over 8,000 associates worldwide, Epiq operates in 19 countries and over 80 global locations.

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