Customer Success Manager

Epiq; Phoenix (AZ); On-site; USD 105,000 - 115,000; Full time

Job summary

Epiq is seeking a Customer Success Manager to help customers adopt and grow with its AI-enabled legal technology platforms. You’ll be the primary contact for onboarding, training users, and ensuring long-term value from Epiq’s SaaS solutions.

You’ll collaborate with Sales, Product, and Operations to drive adoption and renewals, explain new features, and deliver measurable outcomes for clients in a fast-evolving environment.

Qualifications

• Experience supporting customers in SaaS, legal tech, or eDiscovery environments.
• Ability to teach users and simplify complex technology.
• Comfort working with executives and end users.

Responsibilities

• Own relationships with a portfolio of customers using Epiq’s SaaS products.
• Onboard, adopt, and expand usage of AI-driven legal technology.
• Train end users on new features and workflows.
• Communicate product updates, release notes, and best practices.
• Collaborate with Sales, Product, and Operations teams.
• Provide feedback to shape future product improvements.

Skills

SaaS experience

Customer onboarding

Stakeholder management

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

Customer Success Manager – AI‑Powered Legal Technology

We’re looking for a Customer Success Manager to help customers successfully adopt and grow with Epiq’s AI‑enabled legal technology platforms, including Epiq AI, Epiq Discover, and Epiq Assist.

This role is ideal for someone who enjoys working directly with customers, explaining new technology, and helping users turn powerful software into real‑world results.

You’ll be the primary point of contact for your customers — guiding onboarding, training users, introducing new features, and helping clients get long‑term value from Epiq’s platforms. As the Customer Success Manager, you will be driving adoption, providing workflow guidance, identify growth opportunities, and assisting with the renewal process.

What You’ll Be Doing

• Own relationships with a portfolio of customers using Epiq’s SaaS products
• Help customers onboard, adopt, and expand their use of AI‑driven legal technology
• Train and support end users on new features and workflowsCommunicate product updates, release notes, and best practicesPartner closely with Sales, Product, and Operations teams
• Provide customer feedback that helps shape future product improvements

This Role Is a Great Fit If You:

• Have experience supporting customers in a SaaS, legal tech, or eDiscovery environment
• Enjoy teaching users and simplifying complex technology
• Are comfortable working with different types of stakeholders - from daily users to executive decision‑makers
• Thrive in environments where processes are evolving and growing
• Have strong communication skills and a customer‑first mindset

Why Join Epiq

• Work on cutting‑edge, AI‑enabled legal technology
• High visibility with customers and internal teams
• Opportunity to help shape how customer success scales
• Meaningful impact on how clients use and benefit from the platform.

The Compensation range for this role is 105,000 to 115,000 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 location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

Epiq Leadership Compass

Fosters Relationships & Collaboration

• Build trust-based partnerships
• Nurture long‑term relationships
• Remove collaboration barriers
• Celebrate cross‑team success

Engages & Influences

• Use storytelling to build buy‑in
• Align communication with organizational goals
• Guild alignment through strong engagement

Maximizes Performance

• 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

• 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.