eDiscovery Customer Success Manager

Client Partnership & Success:

• Serve as the voice of the customer by providing strategic guidance, facilitating QBRs, and translating client feedback into actionable recommendations.
• Own the post-implementation relationship, ensuring ongoing adoption, engagement, and measurable value realization.

Implementation & Adoption:

• Lead client-side implementation strategy, onboarding readiness, workflow alignment, and change management activities.
• Analyze client processes and recommend workflow improvements that enhance efficiency, consistency, scalability, and user adoption.

Training & Documentation:

• Deliver client training, demonstrations, and enablement programs while maintaining expertise in supported eDiscovery platforms.
• Create and maintain client-facing documentation, implementation plans, workflow guides, and best-practice materials.

Strategic Growth:

• Partner with Account and Sales teams to support client retention and identify opportunities for expanded service adoption.
• Contribute client insights, adoption metrics, and recommendations that support account planning and growth discussions.