Strategic Customer Success Lead - Legal Tech & AI

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

Job summary

Epiq eDiscovery Solutions, based in New York, seeks a Customer Success Manager to guide clients from go-live through renewal and ensure lasting value from our AI-powered platform. You will take over each account from a Forward-Deployed Legal Engineer and own it for the life of the relationship, advising legal teams you serve across regions including EMEA and APAC.

You'll collaborate with Legal Engineers, Customer Enablement Specialist, Product, Engineering, and Sales, and you don't need to be a

Qualifications

• 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.
• Ability to train users and answer questions about the platform.

Responsibilities

• 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.

Skills

Account ownership

Renewals & expansion

Data-driven

AI in workflow

Job description

Epiq eDiscovery Solutions, based in New York, seeks a Customer Success Manager to guide clients from go-live through renewal and ensure lasting value from our AI-powered platform. You will take over each account from a Forward-Deployed Legal Engineer and own it for the life of the relationship, advising legal teams you serve across regions including EMEA and APAC.

You'll collaborate with Legal Engineers, Customer Enablement Specialist, Product, Engineering, and Sales, and you don't need to be a