# Customer Success Manager

**Company**: Epiq
**Location**: New York, NY
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $150,000 - $175,000 USD annually
**Category**: Customer Service
**Industry**: Legal

**Apply**: https://epiqsystems.wd503.myworkdayjobs.com/en-US/Epiq_Careers/job/USA-New-York-NY-1166-Avenue-of-Americas/Customer-Success-Manager_R0035401?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_05749d9c-fd2

## Description

As a Customer Success Manager at Epiq AI Labs, you'll guide clients from go-live through renewal and ensure they get lasting value from the platform.

You'll take over each account from a Forward-Deployed Legal Engineer and own it for the life of the relationship, advising the legal teams you serve: understanding their goals, building the platform into their daily work, and finding new ways it can help.

Responsibilities:

- Account Ownership: Take over each account at go-live and own it for the life of the relationship.

- Onboarding: Lead onboarding and help each client's lawyers fit the platform into how they already work.

- Client Goals: Agree on goals with each client, meet regularly to review progress, and adjust the plan as needed.

- Training and Adoption: Train new groups of users and help early adopters bring their colleagues along.

- Account Health: Track usage through scorecard and adoption reporting, notice warning signs, and act on them well before renewal.

- Renewals and Expansion: Show each client the value it has received, own renewals, and bring in the Sales team and our Legal Solutions Engineer when a client wants to expand.

- Internal Sales Training: Lead internal sales training with our Customer Enablement Specialist.

- Automation: Use customer success tools to automate routine account work.

- Process Design: Help design how our customer success function works as it grows.

- Voice of the Client: Share adoption data and client feedback with Product.

Requirements:

- 4+ years in customer success or account management in B2B SaaS, ideally in legal technology.

- Experience owning many accounts at once, including renewals and expansion.

- Comfort with usage data, and the judgment to know which accounts need attention.

- The instinct to spot a disengaging account early, not at renewal.

- Confidence advising lawyers and handling nuanced conversations about their work, without needing a lawyer's depth.

- The ability to learn the platform well enough to train users and answer their questions.

- Hands-on use of customer success tools, and daily use of AI in your own work.

Nice to Have:

- Experience at a law firm, in a corporate legal department, or in legal tech or eDiscovery.

- Consulting or advisory experience.

- Experience building customer success playbooks or user communities.

What Success Looks Like:

- Clients use the platform in their daily work after go-live, and adoption grows.

- Accounts you own renew.

- Expansion opportunities you flag turn into new use cases and practice groups.

The Compensation range for this role is $150,000 - $175,000 USD annually and may be eligible for an annual bonus.

## Skills

### Required
- customer success
- account management
- B2B SaaS
- legal technology
- AI

### Nice to have
- law firm
- corporate legal department
- legal tech
- eDiscovery
- consulting
- advisory

---

Source: [Apply at epiqsystems.wd503.myworkdayjobs.com](https://epiqsystems.wd503.myworkdayjobs.com/en-US/Epiq_Careers/job/USA-New-York-NY-1166-Avenue-of-Americas/Customer-Success-Manager_R0035401?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)