eDiscovery Customer Success Manager

Overview 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. Role Alignment & Ownership The Customer Success Manager owns: Client engagement, partnership development, and stakeholder management. Client-side implementation strateg