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.