[Hiring] eDiscovery Customer Success Manager @Consilio LLC

Role Description

The Managed Services Customer Success Manager (CSM) is a strategic, client‑facing role responsible for leading the client-side implementation experience, driving adoption of the Managed Services operating model, and ensuring long‑term success for Managed Services clients. This role serves as a trusted advisor to clients, helping them maximize the value of their Managed Services investment through workflow optimization, enablement, standardization, and strategic partnership.

This role acts as the primary liaison between clients and internal teams throughout onboarding, implementation, and ongoing engagement.

• Leads client-facing implementation strategy, workflow alignment, change management, and user enablement.
• Partners closely with Project Managers and Portfolio Team Leads who retain responsibility for project execution, resource coordination, timelines, and delivery milestones.
• Champions standardized Managed Services workflows and promotes client self-sufficiency.
• Helps clients realize measurable business value through scalable, efficient, and sustainable solutions.
• Partners with the Account Management teams to support client retention, account health, and identification of opportunities for expanded service adoption.

Qualifications

• Bachelor’s degree required; advanced degree (JD or Master’s) preferred.
• 5+ years in eDiscovery, litigation support, customer success, consulting, implementation management, or related client services roles.
• Experience managing client-facing relationships in a technology-enabled services environment.
• Strong technical aptitude with experience in eDiscovery platforms, including RelativityOne, Relativity Server, Everlaw, Reveal or comparable technologies. RCA strongly preferred.
• Demonstrated ability to lead client-facing implementations, guide workflow strategy, drive adoption initiatives, and support long-term client success.
• Experience delivering training programs, workshops, presentations, and executive-level communications.
• Proven ability to collaborate across multiple teams and influence outcomes without direct managerial authority.

Requirements

• Exceptional communication, presentation, and stakeholder engagement skills.
• Strategic, consultative, and customer-focused mindset.
• Strong process improvement, workflow analysis, and documentation capabilities.
• Effective problem solving and critical thinking skills.
• Ability to manage competing priorities in complex client environments.
• Strong business acumen with a focus on value realization and client outcomes.
• Ability to influence and drive alignment across cross-functional teams.

Benefits

• Successful client onboarding, implementation, and adoption outcomes.
• Strong client satisfaction, engagement, and account health.
• Increased adoption of standardized Managed Services best practices and standardized workflows.
• Demonstrated client value realization and measurable business outcomes.
• High-quality documentation and knowledge sharing contributions.
• Positive stakeholder feedback and effective cross-functional collaboration.
• Contributions to client retention, growth opportunities, and long-term partnership success.

Company Description

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.