Customer Success Manager - Infrastructure and IT Consulting

Overview Overview - Customer Success Manager I, II, or III The Customer Success Manager owns the client relationship after the sale. You are the single accountable point of contact for managed services clients, making sure they get value from our services, issues get resolved fast, and nothing falls through the cracks between our support, infrastructure, and application teams. You will sit in front of our eDiscovery Application Support, IT Support, Infrastructure, and Security teams, translate client priorities into internal action, and hold both sides accountable to commitments. Everything you touch is tracked and documented in our service management platform providing full visibility into where issues and projects stand. Success looks like clients who renew, expand, and refer. About Us - IST Management IST Management is a business process outsourcing company. Founded in 1997, we have over 1,800 employees and operations across the U.S. We provide a range of services geared toward litigation and corporate office support including e-Discovery processing & hosting, court reporting, collections/forensics, managed review, professional services, and legal IT infrastructure support. IST Management is a Relativity Certified Provider and tool-agnostic. We also provide a full range of facilities management and office services. We’ve been recognized as one of the fastest-growing companies in the U.S. as a winner of the Nation’s Best & Brightest Companies to Work For, as well as the HR Professional Excellence Award from the Society for Human Resource Management. We are proud to belong to the Military Spouse Employment Partnership through our nation’s Department of Defense and have committed to Hiring Our Heroes’ mission to hire 100,000 active and former service members. IST Management has also been included in the INC 5000 list! Check us out at istmanagement.com for more information. Benefits Include: Medical, Dental, Vision, STD, LTD, Life, 401k, Paid Time Off, 7 Holidays, and Bonus incentives Compensation: $75,000.00-$120,000.00/Yr pending experience and performance during interview process Schedule: This is a full time, remote position working regular business hours M-F 8-5 or 9-6. Candidates will flexibility for occasional work outside of regular business hours. Responsibilities Own onboarding for new clients and engagements: kickoff, access provisioning coordination, service desk orientation, and confirming clients know how to get help and what to expect Serve as the escalation point for client issues, coordinating across support, infrastructure, and security teams to drive resolution and keep the client informed until closure Monitor the client's open tickets and requests in Jira Service Management, ensuring SLAs are met, statuses are current, and recurring issues are flagged for root cause follow-up Run recurring service reviews (monthly or quarterly depending on account) covering ticket trends, SLA performance, project status, and upcoming needs Identify expansion opportunities such as additional services, consulting engagements, or environment growth, and partner with Sales to pursue them Manage renewals for assigned accounts, including early identification of at-risk clients and building save plans with leadership Act as the voice of the customer internally: share feedback with support and product teams, and advocate for changes that improve the client experience Maintain accurate account documentation including contacts, environment details, service scope, and relationship history Qualifications Required - 3+ years in customer success, account management, or client services, ideally in legal technology, eDiscovery, or managed IT services Comfortable operating between technical teams and non-technical client stakeholders, and able to translate in both directions Organized and proactive. You track commitments, follow up without being asked, and clients never have to chase you Confident communicator who can run a service review with a client executive and an escalation call with an engineer in the same afternoon Working knowledge of service desk operations, SLAs, and ticketing workflows (Jira Service Management experience is a plus) Familiarity with renewals, upsells, and account expansion motions Diploma or GED required, legal authorization to work for any employer in the US required Ability to work at computer screen/desk for extended periods of time Preferred - Direct experience supporting law firms or corporate legal departments Familiarity with eDiscovery platforms (Relativity, Nuix) or the EDRM lifecycle Experience in a managed services or shared services delivery model Note: The I, II, III levels reflect flexibility based on experience, responsibility, and technical proficiency. Candidates at all levels are encouraged to apply. IST Management provides reasonable accommodations to individuals with a disability in accordance with applicable law in both the application and employment stages. If you require any accommodation in completing your application for employment, please let us know by informing our Talent Acquisition team at [email protected]. Please respect individuals reaching out for accommodations by utilizing the contact information only for this purpose. You will receive correspondence directly from your local IST Management hiring team regarding your application submission and status after submission. IST is an Equal Opportunity Employer (EOE). We are committed to providing equal employment opportunities to all qualified applicants, regardless of disability or veteran status.