Strategic CS Manager - Legal AI Platform

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

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.