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Customer Success Manager

Customer Success, Chicago

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Position Summary

The Customer Success Manager is a critical role responsible to drive and help customers obtaining the most value from Reveal’s software in the shortest period of time. As a member of Reveal’s Customer Success team, you will proactively build relationships, define business and technical requirements as well as identify and pursue product adoption opportunities for existing clients.

The right candidate will demonstrate a strong business acumen and empathy to place oneself in a “client’s shoes” as well as having worked in the eDiscovery or data forensics vertical to understand a client’s business and support requirements. Strong organization, time management and assertiveness are required to proactively manage and drive application adoption and usage. Success criteria will be tied to an ability to be a trusted client advocate who can determine well in advance if any accounts are at risk for churn and rally all levels of Reveal management to do whatever it takes to not only retain but influence and push each client to leverage Reveal products on all of its investigations.

 

Essential Duties & Responsibilities

  • Actively communicates with clients in a timely manner supporting on-boarding scope, timelines and milestones to build trust and expertise
  • Maintain and grow existing ARR and new revenue by employing strategies, which drive product usage, adoption and expansion within existing and new clients
  • Schedule periodic check-in reviews to gauge user experience, satisfaction and most importantly, determine and cultivate additional opportunities to increase usage and adoption of existing products or the purchase of additional Reveal products
  • Work closely with Sales account owners; alerting them of any revenue upgrade opportunities
  • Develop cross-functional relationships with all Reveal internal teams
  • Address renewal risks early and work with VP of Customer Success on renewals requirements and success criteria to retain
  • Develop relationships and trust with clients to escalate to you if their experience using a software product does not meet expectations  
  • Work closely with technical Support teams to be the hub of communications for any clients having technical challenges not easily solved or involve additional teams such as Product and Development
  • Communicate effectively with all levels of a client’s management team; instilling a sense of confidence in Reveal’s ability to resolve application issues
  • Serve as an advocate when needed to escalate and drive resolution for customer support issues within Reveal
  • Ensure customers are familiar with latest product features and upcoming enhancements as well as opportunities to become product trained and certified
  • Track and report renewal metrics; including identifying renewals and revenue upgrades for existing clients up to 6-months prior to contract expiration
  • Expertly provide professional e-discovery strategies and guidance to clients using Reveal platform best-practices including early case analysis, processing, review, predictive coding, production, and post-production events. Ability to multi-task and proactively manage the needs of multiple accounts
  • Serve as the client facing lead for external and internal team requests or issues related to security, compliance, AP, tax or other business and administrative tasks
Special Knowledge, Skills, Abilities and Training
  • Excellent written and oral communication skills to manage expectations
  • Engaging personality who’s able to connect with and engage others
  • Attention to detail and follow through documentation
  • Experienced problem solver with follow-through on tasks
  • Seeker of excellence with unending pursuit of improvement
  • Unselfish team-player
  • Quickly learn and understand technology
  • History of sales, customer success or support in legal/electronic discovery industry
Education & Experience
  • Bachelor’s in technology (computer science, IT, etc.) or legal field (Paralegal, JD)
  • Reveal, Brainspace, ACEDS or other E-Discovery certification(s)
  • 5+ years experience in account management or consulting; preferred within eDiscovery or data forensics vertical
  • Prior experience in collaborating with and building strong relationships with clients
  • Excellent organization and time management skills to handle multiple, competing demands
  • Project Management experience and / or PMP certification is a plus
  • Inside sales, contract management or sales operations experience is a plus

Hiring Policy

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

 

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