{"id":2962221,"url":"https://alion.io/job/consilio-ediscovery-customer-success-manager-2","title":"eDiscovery Customer Success Manager","company":{"id":179390,"name":"Consilio","domain":"consilio.com","url":"https://alion.io/company/consilio-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T23:11:20Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-29T11:06:46Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Overview\nThe 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.\nThis 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.\nThe 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.\nRole Alignment & Ownership\nThe Customer Success Manager owns:\nClient engagement, partnership development, and stakeholder management.\nClient-side implementation strategy and onboarding readiness.\nWorkflow consultation, adoption planning, and change management.\nTraining, enablement, and self-sufficiency initiatives.\nPost-implementation success, value realization, and account health.\nDocumentation ownership and best-practice development.\nThe Customer Success Manager partners with:\nProject Managers, who own project execution, schedules, scope management, resource coordination, and delivery milestones.\nPortfolio and Delivery Leaders, who maintain operational ownership and delivery accountability.\nSales and Account teams, who maintain commercial ownership and account strategy.\nThe Customer Success Manager serves as the connective layer between these groups to ensure client objectives, workflow requirements, and business outcomes remain aligned throughout the engagement lifecycle.\nResponsibilities\nClient Partnership & Success\nServe as the primary client-facing point of contact throughout implementation and post-implementation phases, building trusted relationships with key stakeholders.\nOwn the post-implementation relationship, ensuring ongoing clients adoption, engagement, and measurable value realization.\nProvide regular reporting, status updates, and cost-savings analyses in partnership with analysts.\nAct as the voice of the customer by providing strategic guidance, facilitating QBRs, and translating client feedback into actionable recommendations.\nImplementation Ownership & Workflow Optimization\nLead client-side implementation strategy, onboarding readiness, workflow alignment, and change management activities.\nAnalyze client processes and recommend workflow improvements that enhance efficiency, consistency, scalability, and user adoption.\nPartner with Project Managers and Delivery Leaders to ensure implementation activities align with client objectives, Managed Services best practices, and successful onboarding outcomes.\nManaged Services Adoption & Enablement\nDrive adoption of standardized Managed Services workflows, operational best practices and service capabilities.\nPromote client self-sufficiency through training, documentation, coaching, and workflow guidance.\nMonitor adoption trends and identify opportunities to improve workflow maturity, process standardization, and long-term client success.\nTraining & Workflow Subject Matter Expertise\nMaintain expertise in supported eDiscovery platforms, emerging technologies, industry trends, and evolving data types.\nProvide workflow consultation and practical platform guidance, and practical recommendations aligned with Managed Services best practices.\nDeliver client training, demonstrations, and enablement programs while partnering internally to validate and programs that support adoption goals.\nDocumentation Leadership\nCreate, maintain, and enhance client-facing documentation, including implementation plans, workflow guides, user materials, playbooks, and best-practice documentation.\nMaintain the Managed Services Professional Services documentation library and ensure materials remain current as workflows, technologies, and service offerings evolve.\nDrive consistency through standardized templates and knowledge sharing initiatives, partnering with Managed Services leadership to develop and deliver best practices across teams.\nAccount Health & Strategic Growth Support\nBuild a strong understanding of client priorities, utilization trends, and business objectives to support long-term account health.\nPartner with Account and Sales teams to support client retention efforts and identify opportunities for expanded service adoption.\nContribute client insights, adoption metrics, and recommendations that support account planning and growth discussions.\nCross-Functional Leadership\nLead initiatives that improve client experience, workflow consistency, operational efficiency, and documentation quality.\nFoster collaboration across Project Management, Managed Review, Data Analytics, Custom Solutions, and Account teams.\nInfluence without direct authority while promoting continuous improvement, consistency, and scalability across Managed Services client engagements.\nQualifications\nBachelor’s degree required; advanced degree (JD or Master’s) preferred.\n5+ years in eDiscovery, litigation support, customer success, consulting, implementation management, or related client services roles.\nExperience managing client-facing relationships in a technology-enabled services environment.\nStrong technical aptitude with experience in eDiscovery platforms, including RelativityOne, Relativity Server, Everlaw, Reveal or comparable technologies. RCA strongly preferred.\nDemonstrated ability to lead client-facing implementations, guide workflow strategy, drive adoption initiatives, and support long-term client success.\nExperience delivering training programs, workshops, presentations, and executive-level communications.\nProven ability to collaborate across multiple teams and influence outcomes without direct managerial authority.\nSkills & Attributes\nExceptional communication, presentation, and stakeholder engagement skills.\nStrategic, consultative, and customer-focused mindset.\nStrong process improvement, workflow analysis, and documentation capabilities.\nEffective problem solving and critical thinking skills.\nAbility to manage competing priorities in complex client environments.\nStrong business acumen with a focus on value realization and client outcomes.\nAbility to influence and drive alignment across cross-functional teams.\nSuccess Measures\nSuccessful client onboarding, implementation, and adoption outcomes.\nStrong client satisfaction, engagement, and account health.\nIncreased adoption of standardized Managed Services best practices and standardized workflows.\nDemonstrated client value realization and measurable business outcomes.\nHigh-quality documentation and knowledge sharing contributions.\nPositive stakeholder feedback and effective cross-functional collaboration.\nContributions to client retention, growth opportunities, and long-tern partnership success.\nConsilio’s True North Values\nClient Experience We listen for the “why,” clearly define success, maintain accountability, and go the extra distance to create moments that matter.\nCollaboration We treat everyone with respect, welcome diverse views, partner across geographies, generations, and teams, and rally around final decisions.\nInnovation We are always curious. We challenge the status quo, experiment to fail forward, and build for the future.\n Grit We focus on what matters. We work with passion and persistence, think like an owner, and deliver results we’re proud of.\nConsilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.\n#LI-Remote","description_format":"text","description_chars":8352,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-20T23:11:20Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":247500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.828,"p_room":0.945,"age_days":8,"expected_fill_days":19,"reasons":["conf:3","velocity","win:mid"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/consilio-ediscovery-customer-success-manager-2","json_url":"https://alion.io/job/consilio-ediscovery-customer-success-manager-2.json","meta":{"generated_at":"2026-10-29T12:44:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19196,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179390},"rest":"https://alion.io/mcp/rest/get_company?id=179390"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconsilio-ediscovery-customer-success-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconsilio-ediscovery-customer-success-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconsilio-ediscovery-customer-success-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/consilio-ediscovery-customer-success-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconsilio-ediscovery-customer-success-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2962221}},{"tool":"search_jobs","arguments":{"company":"consilio.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2962221},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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