eDiscovery Customer Success Manager

Consilio LLC provides eDiscovery and Managed Services solutions. The Managed Services Customer Success Manager leads client-side implementation, onboarding, workflow optimization, adoption, training, and ongoing client success while coordinating with project, delivery, sales, and account teams.

Responsibilities:

• Client engagement, partnership development, and stakeholder management
• Client-side implementation strategy and onboarding readiness
• Workflow consultation, adoption planning, and change management
• Training, enablement, and self-sufficiency initiatives
• Post-implementation success, value realization, and account health
• Documentation ownership and best-practice development
• Project Managers, who own project execution, schedules, scope management, resource coordination, and delivery milestones
• Portfolio and Delivery Leaders, who maintain operational ownership and delivery accountability
• Sales and Account teams, who maintain commercial ownership and account strategy
• 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 clients 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
• Partner with Project Managers and Delivery Leaders to ensure implementation activities align with client objectives, Managed Services best practices, and successful onboarding outcomes
• 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
• Provide workflow consultation and practical platform guidance, and practical recommendations aligned with Managed Services best practices
• Deliver client training, demonstrations, and enablement programs while partnering internally to validate and programs that support adoption goals
• Create, maintain, and enhance client-facing documentation, including implementation plans, workflow guides, user materials, playbooks, and best‑practice documentation
• Maintain the Managed Services Professional Services documentation library and ensure materials remain current as workflows, technologies, and service offerings evolve
• Drive consistency through standardized templates and knowledge sharing initiatives, partnering with Managed Services leadership to develop and deliver best practices across teams
• Build a strong understanding of client priorities, utilization trends, and business objectives to support long-term account health
• Partner with Account and Sales teams to support client retention efforts and identify opportunities for expanded service adoption
• Contribute client insights, adoption metrics, and recommendations that support account planning and growth discussions
• Lead initiatives that improve client experience, workflow consistency, operational efficiency, and documentation quality
• Foster collaboration across Project Management, Managed Review, Data Analytics, Custom Solutions, and Account teams
• Influence without direct authority while promoting continuous improvement, consistency, and scalability across Managed Services client engagements

Requirements:

• • Bachelor's degree required
• • 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
• • 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
• • 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
• advanced degree (JD or Master's) preferred
• RCA strongly preferred