Senior eDiscovery Customer Success Manager – Managed Services Implementation & Client Success Lead (Strategic Partner & Transformation Champion)

About brighthush

brighthush stands at the forefront of the legal technology revolution, offering a suite of technology‑enabled legal services that empower law firms, corporations, and government agencies to navigate the most complex litigation and regulatory landscapes with confidence and efficiency. Our portfolio blends advanced data analytics, cloud‑based platforms, and managed services, redefining how legal professionals discover, analyze, and act on information in the digital age.

Our mission is simple yet powerful: to transform the way the legal industry discovers, manages, and protects data. We achieve this by marrying deep industry expertise, cutting‑edge technology, and an unwavering focus on client success. At brighthush, every team member is a partner in our clients’ journeys, ensuring that the solutions we deliver not only meet today’s needs but also anticipate tomorrow’s challenges.

Why Join brighthush?

At brighthush, you’ll find a culture that celebrates curiosity, collaboration, and continuous improvement. We believe that the best results come from diverse perspectives, open communication, and a shared commitment to excellence. As a Senior eDiscovery Customer Success Manager, you’ll be at the forefront of this culture, shaping the client experience, driving adoption of our Managed Services model, and unlocking measurable value for our partners.

Key reasons to join us:

• Impactful Work: Lead high‑visibility client engagements that directly influence the success of our most strategic accounts.
• Professional Growth: Access to mentorship, training programs, and cross‑functional projects that accelerate your career trajectory.
• Innovative Environment: Work with state‑of‑the‑art eDiscovery platforms and emerging technologies that set industry standards.
• Inclusive Culture: A workplace that values diversity, equity, and inclusion, fostering belonging and empowerment.
• Competitive Compensation: A comprehensive package that rewards performance, expertise, and dedication.

Key Responsibilities

Client Partnership & Success

• Serve as the primary client‑facing point of contact throughout implementation and post‑implementation phases, building trusted relationships with key stakeholders.
• Own the post‑implementation relationship, ensuring ongoing client adoption, engagement, and measurable value realization.
• Provide regular reporting, status updates, and cost‑savings analyses in partnership with analysts.
• Act as the voice of the customer by providing strategic guidance, facilitating Quarterly Business Reviews (QBRs), and translating client feedback into actionable recommendations.

Implementation Ownership & Workflow Optimization

• Lead client‑side implementation strategy, onboarding readiness, workflow alignment, and change management activities.
• Analyze client processes and recommend workflow improvements that enhance efficiency, consistency, scalability, and user adoption.
• Partner with Project Managers and Delivery Leaders to ensure implementation activities align with client objectives, Managed Services best practices, and successful onboarding outcomes.

Managed Services Adoption & Enablement

• Drive adoption of standardized Managed Services workflows, operational best practices, and service capabilities.
• Promote client self‑sufficiency through training, documentation, coaching, and workflow guidance.
• Monitor adoption trends and identify opportunities to improve workflow maturity, process standardization, and long‑term client success.

Training & Workflow Subject Matter Expertise

• Maintain expertise in supported eDiscovery platforms, emerging technologies, industry trends, and evolving data types.
• Provide workflow consultation and practical platform guidance, and practical recommendations aligned with Managed Services best practices.
• Deliver client training, demonstrations, and enablement programs while partnering internally to validate and support adoption goals.

Documentation Leadership

• Create, maintain, and enhance client‑facing documentation, including implementation plans, workflow guides, user materials, playbooks, and best‑practice documentation.
• Maintain the Managed Services Professional Services documentation library and ensure materials remain current as workflows, technologies, and service offerings evolve.
• Drive consistency through standardized templates and knowledge sharing initiatives, partnering with Managed Services leadership to develop and deliver best practices across teams.

Account Health & Strategic Growth Support

• Build a strong understanding of client priorities, utilization trends, and business objectives to support long‑term account health.
• Partner with Account and Sales teams to support client retention efforts and identify opportunities for expanded service adoption.
• Contribute client insights, adoption metrics, and recommendations that support account planning and growth discussions.

Cross‑Functional Leadership

• Lead initiatives that improve client experience, workflow consistency, operational efficiency, and documentation quality.
• Foster collaboration across Project Management, Managed Review, Data Analytics, Custom Solutions, and Account teams.
• Influence without direct authority while promoting continuous improvement, consistency, and scalability across Managed Services client engagements.

Essential Qualifications

• Bachelor’s degree required; advanced degree (JD or Master’s) preferred.
• 5+ years in eDiscovery, litigation support, customer success, consulting, implementation management, or related client services roles.
• Experience managing client‑facing relationships in a technology‑enabled services environment.
• Strong technical aptitude with experience in eDiscovery platforms, including RelativityOne, Relativity Server, Everlaw, Reveal, or comparable technologies. RCA experience strongly preferred.
• Demonstrated ability to lead client‑facing implementations, guide workflow strategy, drive adoption initiatives, and support long‑term client success.
• Experience delivering training programs, workshops, presentations, and executive‑level communications.
• Proven ability to collaborate across multiple teams and influence outcomes without direct managerial authority.

Preferred Qualifications

• Advanced certifications in eDiscovery or data analytics (e.g., Relativity Certified Professional).
• Experience in a Managed Services or professional services delivery model.
• Knowledge of regulatory frameworks such as GDPR, CCPA, and e‑Discovery rules of civil procedure.
• Background in legal technology consulting or law firm operations.

Skills & Competencies

• Exceptional Communication: Clear, concise, and persuasive verbal and written communication across all stakeholder levels.
• Strategic Thinking: Ability to see the big picture, align initiatives with business goals, and anticipate future needs.
• Process Improvement: Strong analytical skills to dissect workflows, identify bottlenecks, and recommend scalable solutions.
• Documentation Mastery: Expertise in creating user‑friendly guides, playbooks, and knowledge bases that drive adoption.
• Problem Solving: Creative, data‑driven approach to resolving complex client challenges.
• Time Management: Ability to juggle multiple priorities in fast‑paced, client‑centric environments.
• Influence & Collaboration: Proven track record of building consensus and driving cross‑functional initiatives.
• Client‑Focused Mindset: Passion for delivering exceptional service and measurable value.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and training workshops.
• Internal mobility across product, delivery, and strategy teams.
• Leadership development tracks for high‑potential employees.
• Regular performance reviews with clear pathways to advancement.

Work Environment & Company Culture

Our culture is built on four core values that guide every decision and interaction:

• Client Experience: We listen for the “why,” clearly define success, maintain accountability, and go the extra distance to create moments that matter.
• Collaboration: We treat everyone with respect, welcome diverse views, partner across geographies, generations, and teams, and rally around final decisions.
• Innovation: We are always curious. We challenge the status quo, experiment to fail forward, and build for the future.
• Grit: We focus on what matters. We work with passion and persistence, think like an owner, and deliver results we’re proud of.

Our offices are designed to foster creativity, collaboration, and well‑being. Whether you thrive in a hybrid model or prefer a fully remote setup, brighthush offers flexible work arrangements, ergonomic workstations, and a supportive community of peers.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to client success metrics.
• Equity or stock‑option opportunities for eligible employees.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plans with company matching.
• Generous paid time off, parental leave, and flexible scheduling.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.

How to Apply

If you’re ready to take your career to the next level and help shape the future of eDiscovery, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior eDiscovery Customer Success Manager role at brighthush.

Ready to join a team that values innovation, collaboration, and client success? Apply to brighthush today.

brighthush’s Core Values

• Client Experience: We listen for the “why,” clearly define success, maintain accountability, and go the extra distance to create moments that matter.
• Collaboration: We treat everyone with respect, welcome diverse views, partner across geographies, generations, and teams, and rally around final decisions.
• Innovation: We are always curious. We challenge the status quo, experiment to fail forward, and build for the future.
• Grit: We focus on what matters. We work with passion and persistence, think like an owner, and deliver results we’re proud of.

brighthush is an Equal Opportunity 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.