[Hiring] eDiscovery Customer Success Manager @Consilio

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. The Customer Success Manager leads client-facing implementation strategy, workflow alignment, change management, and user enablement while partnering closely with Project Managers and Portfolio Team Leads who retain responsibility for project execution, resource coordination, timelines, and delivery milestones.

The Customer Success Manager champions standardized Managed Services workflows, promotes client self-sufficiency, and helps clients realize measurable business value through scalable, efficient, and sustainable solutions. The role also 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

• Serve as the primary client-facing point of contact throughout implementation and post-implementation phases, building trusted relationships with key stakeholders.
• Own the post-implementation relationship, ensuring ongoing client adoption, engagement, and measurable value realization.
• Provide regular reporting, status updates, and cost-savings analyses in partnership with analysts.
• Act as the voice of the customer by providing strategic guidance, facilitating QBRs, and translating client feedback into actionable recommendations.
• 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.
• Drive adoption of standardized Managed Services workflows, operational best practices and service capabilities.
• Promote client self-sufficiency through training, documentation, coaching, and workflow guidance.
• Monitor adoption trends and identify opportunities to improve workflow maturity, process standardization, and long-term client success.
• Maintain expertise in supported eDiscovery platforms, emerging technologies, industry trends, and evolving data types.
• Create, maintain, and enhance client-facing documentation, including implementation plans, workflow guides, user materials, playbooks, and best-practice documentation.
• Build a strong understanding of client priorities, utilization trends, and business objectives to support long-term account health.
• Lead initiatives that improve client experience, workflow consistency, operational efficiency, and documentation quality.

Benefits

• 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.

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.