Client Success Manager

Summary Job Description

The Client Success Manager plays a critical role championing the client's needs and ensuring exceptional experience through the life of the case. As a key post-sales partner, you will provide a "white-glove" experience, ensuring a seamless onboarding process and serving as a dedicated advocate throughout the lifecycle of their projects. You will proactively manage client satisfaction, establish strong relationships, and identify opportunities to expand the value we deliver through strategic upselling. This role is crucial in fostering long-term partnerships and driving client retention and growth.

Responsibilities

• Client Onboarding Excellence: Lead and manage the onboarding process for new clients, ensuring a smooth and positive initial experience. This includes understanding their goals, setting expectations, and facilitating seamless integration with our services and teams.
• Dedicated Client Sponsorship: Serve as the project sponsor and trusted advisor for assigned clients post-sale, building strong relationships and understanding their evolving needs and objectives.
• Proactive Project Success Management: Regularly monitor the progress and success of client projects, anticipating potential challenges and proactively implementing solutions to ensure positive outcomes and high satisfaction.
• Establish Client Communication Cadence: Develop and maintain a consistent communication schedule with clients through regular meetings, providing updates, soliciting feedback, and assessing overall satisfaction.
• Client Satisfaction Advocacy: Act as the voice of the client internally, ensuring their needs and perspectives are understood and addressed by relevant teams.
• Value Realization & ROI Focus: Work closely with clients to ensure they are realizing the full value and return on investment from our solutions and services.
• Upselling and Growth Identification: Proactively identify opportunities to expand our engagement with clients by understanding their future needs and presenting relevant additional solutions or services.
• Risk Management & Issue Resolution: Identify and mitigate potential risks to client success, and effectively manage and resolve any issues or escalations in a timely and satisfactory manner.
• Performance Tracking & Reporting: Track key client success metrics (e.g., satisfaction scores, retention rates, upsell revenue) and provide regular reports to internal stakeholders.
• Collaboration with Internal Teams: Work closely with Sales, Project Management, Support, and other internal teams to ensure a unified and seamless client experience.
• Client Advocacy & Testimonials: Cultivate strong client relationships that can lead to valuable testimonials, case studies, and referrals.
• Continuous Improvement: Identify areas for improvement in our client success processes and contribute to the development of best practices.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience (typically 3-5+ years) in a client-facing eDiscovery role such as Senior PM, Client Success Management, Account Management, or a similar customer-centric position.
• Expert knowledge of Relativity and working knowledge of various Relativity features.
• Strong understanding of client relationship management principles and best practices.
• Excellent communication, interpersonal, and presentation skills with the ability to build rapport and trust with clients at all levels.
• Demonstrated ability to proactively identify and solve client issues.
• Experience with upselling or identifying growth opportunities within existing client accounts.
• Strong organizational and time management skills with the ability to manage multiple client relationships simultaneously.
• Ability to work independently and as part of a collaborative team.
• Proficiency in CRM software and other client success tools.
• A passion for client success and a genuine desire to help clients achieve their goals.

The base Compensation range for this role will $125,000-145,000 and will be dependent upon the individual's location, skills, experience and qualifications. In addition to the base pay, this role will be eligible for a discretionary bonus program.

What We Offer

• People-Focused Culture
• Competitive Pay & Quarterly Incentives
• Comprehensive Benefits, 401k & Wellbeing Programs (link for details)
• Flexible Time Off & Remote Work Options
• Professional Development & Career Growth Opportunities
• Exposure to cutting-edge technology in the legal services industry

Array is committed to providing equal employment opportunities to all individuals. We ensure that all hiring decisions are made without unlawful consideration of any person's race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, disability, genetic information, marital status, citizenship, ancestry, or any other basis protected by applicable local, state, provincial, or federal law. We are dedicated to making our application process accessible. If you require an accommodation or assistance due to a disability, please notify us. Your request will be handled confidentially, and your application status will not be negatively affected. We strive to maintain a diverse, inclusive, and fair workplace where all team members are valued and respected.

All persons hired will be required to complete a comprehensive background check and provide proof of eligibility to work in the country of the job location.