Customer Success Manager

Responsibilities

• Work closely with clients to ensure successful onboarding onto the Reveal platform.
• Able to multi-task and proactively manage the needs of multiple accounts.
• Communicate effectively with all levels of a customer’s management team, instilling a sense of confidence in Reveal’s ability to resolve application issues.
• Understand customer health and proactively mitigate renewal risk.
• Manage and drive customer escalations to completion.
• Hold Quarterly Business Reviews with customers to discuss the relationship and gauge satisfaction.
• Identify upsell opportunities to add revenue and employ strategies to drive additional product usage.
• Track and report usage metrics and identify trends, risks, and opportunities.
• Provide feature walkthroughs for the latest product releases.
• Collaborate with internal teams to address customer challenges.
• Establish and provide eDiscovery strategies and best practices using the Reveal platform.
• Build and cultivate strong customer relationships.
• Serve as the voice of the customer internally to influence the product roadmap and to ensure features meet customer needs.

Qualifications

• Bachelor’s degree in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
• 3-5 years’ experience in account management or consulting within eDiscovery, data forensics, or legal industry.
• Reveal, Brainspace, ACEDS, or other eDiscovery certification(s).
• Proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
• Prior experience in collaborating with and building strong relationships with clients.
• Project Management experience and/or PMP certification preferred.

Benefits & Perks

• 401k match program
• Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
• Group Term Life Insurance and Voluntary Life Insurance option
• Paid holidays
• Paid vacation, sick, and personal days
• FSA dependent care benefit
• Childbirth recovery and bonding leave policies
• Short and long-term disability benefits
• Access to onsite gym and recreational area at our Chicago office
• Friendly, collaborative, in-office work environment with ample opportunity for professional development.

Pay

For Illinois-based roles, the budgeted annual salary range is $87,550 to $103,000 plus participation in one of our sales commission plans. Compensation for this role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown.

Schedule

This role requires a regular in-office presence to support collaboration, training, and client service. Our office is conveniently located in the heart of Chicago with easy access to major public transportation lines.