Customer Success Manager
1 month ago
The Client Success Manager is dedicated to introducing, promoting, and supporting our client base through the adoption of new products and digital advancements. Serving as a "user expert," they guide customers in effectively utilizing SaaS and digital technologies to achieve their goals. Additionally, the CSM understands and addresses long-term customer needs, acting as a mentor. They ensure maximum value from Epiq products by organizing tech-touch activities, webinars, and user engagements. Serving as a liaison between Product Management, Client Services, and clients, the CSM facilitates seamless communication on product-related matters. Successful candidates will possess eDiscovery business knowledge, client-facing experience, and a proven track record of managing product initiatives in a fast-paced environment.
Responsibilities:
Client Engagement: Develop a comprehensive understanding of clients' needs and objectives to create tailored adoption plans for new technologies and upgrades.
Proactively accelerate user adoption of key SaaS products, identifying and addressing any challenges hindering adoption.
Establish a feedback loop to gather real-time client input, facilitating continuous improvement of product functionality and utility.
Drive adoption, usage, and retention through strategic communication plans tailored to each client.
Provide hands-on assistance to clients in setting up and navigating software programs associated with our products and services.
Cultivate empathy towards clients, prioritizing their needs and ensuring exceptional experiences throughout their journey.
Facilitate the development of customer references and case studies to showcase success stories.
Internal Collaboration: Collaborate closely with Product Management and Client Services teams to serve as the primary point of contact for client-related product matters.
Drive retention and value realization within key accounts by developing and executing mutual success plans aligned with clients' business objectives.
Aggregate user feedback and highlight common challenges for product enhancement, ensuring alignment with strategic priorities.
Validate product readiness through participation in user acceptance testing (UAT) and stay informed about product roadmaps and timelines.
Success Metrics: Measure and improve user adoption and usage rates of key SaaS products and technologies.
Evaluate the ROI achieved by customers utilizing our products or services.
Increase Net Promoter Scores by delivering exceptional customer experiences.
Execute effective client onboarding plans and support expansion of product usage.
Qualifications:
5+ years of experience in eDiscovery/Legal Services/SAAS business, with expertise in client-facing roles.
Proven track record in SaaS adoption and/or training within SaaS systems.
Experience in product launch management, including complex project planning and execution.
Strong communication skills to engage effectively with clients, project sponsors, and technical practitioners.
Proficiency in project management fundamentals and data-driven decision-making.
Technical aptitude with the ability to quickly grasp new technology concepts.
Ability to facilitate workshops for clients, C-level executives, and senior stakeholders.
Availability to support customers in US East Coast and US Central Time Zones.
Epiq, a global technology-enabled services leader to the legal industry and corporations, takes on large-scale, increasingly complex tasks for corporate counsel, law firms, and business professionals with efficiency, clarity, and confidence. Clients rely on Epiq to streamline the administration of legal department and business operations, class action and mass tort, eDiscovery, regulatory, compliance, restructuring, and bankruptcy matters. Epiq subject-matter experts and technologies create efficiency through expertise and deliver confidence to high-performing clients around the world. Learn more at
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