Customer Success Lead

About Casepoint:

Casepoint is the trusted data discovery platform for large corporations and government agencies. Our mission is to transform data into actionable intelligence and responsive insights. Leveraging the power of AI and advanced analytics, our end-to-end eDiscovery platform empowers teams to seamlessly collect, preserve, and discover vast amounts of data from diverse sources.

With Casepoint, organizations identify crucial information to address their complex data-responsive needs— from litigation, investigations, regulation, and compliance to Congressional inquiries or Freedom of Information Act (FOIA) requests. Our platform offers an intuitive user experience designed with unmatched security, enabling enterprises to manage their data confidently, enhance efficiency, meet reporting obligations, and mitigate risks. From legal hold and data preservation to cloud collections and eDiscovery, Casepoint streamlines data-responsive workflows.

Our commitment to the customer experience is unwavering. At Casepoint, we’re more than just a software provider, we're a trusted partner — a team of experts invested in helping customers meet business objectives and achieve successful outcomes for their toughest challenges. From configuring workflows to ongoing support, we are there every step of the way, ensuring a seamless experience and tangible results. Trust, collaboration, and exceptional customer service are the cornerstones of our approach, fostering long-term relationships built on mutual respect and achievement.

Job Description:

Role Overview: The Customer Success Lead is a member of the Casepoint Customer Success team. They are responsible for successfully managing assigned customer onboarding, value realization, and relationships through effective consulting and execution. Strong candidates will have the capability to translate customer business processes into the effective onboarding and configuration of Casepoint across a variety of data discovery use cases (i.e. litigation, enforcement, investigations, legal hold, FOIA).

Key Responsibilities:

• Conducting onboarding and discovery meetings for customers, understanding customer context and goals, and providing product information to best serve those goals.

• Provide data discovery and litigation support consulting, high-level issue resolution, and technical and workflow solutions development and deploymentAssist customers with advanced technology capabilities such as keyword searches, near-duplicate/email threading & advanced analytic (AI) searching. Provide training and required documentation for advanced analytics and data culling.

• Design technical workflow and projections for customer success management meetings and executive business reviews

• Design playbook and best workflow procedures for Legal Hold, FOIA, eDiscovery

• Improving product adoption, and customer retention, and helping foster positive customer relationships that create a loyal customer base

• Develop and adhere to properly document projects, including customer workflows, roles and task management, estimations, and process improvements.

• Delegate appropriate workflow tasks to analysts, including but not limited to data management, processing, production, and quality control

• Identify capabilities that could provide added value to customers and work with the Account Manager and Customer Enablement to increase adoption

• Identify and document change requests through customer discovery sessions and engagement

• Make sure customers are educated on new/enhanced features that can improve their workflows

• Ensure exemplary customer service and communication management to all internal and external customers; proactively promote customer service throughout the department and among teams; respond to peer requests with recognition that request serves a customer need

Candidate Requirements:

• A bachelor’s degree and a minimum of 4 to 8 years experience in a customer success role within the enterprise software space or an equivalent combination of experience and education

• A strong understanding of eDiscovery, Legal Hold, and FOIA workflows and technologies

• Demonstrated success in the management of multiple simultaneous projects

• Strong success with software implementations for enterprise customers

• Oral and written communication skills that provide a strong and confident leadership presence

• Excellent customer relationship skills, which include the ability to proactively manage customer expectations, recognize customer needs, and adapt company capabilities to consistently meet customer requirements

• A solid understanding of legal hold, database design and management, data processing activities and legal document review requirements, and FOIA regulations

Compensation & Culture:

At Casepoint, the employee experience is at the heart of everything we do. We understand that each person's professional journey is unique and deeply intertwined with their personal life. That's why we're committed to providing an environment that supports you both personally and professionally.

We believe that work should be more than just a place you go to earn a paycheck—it should be a place where you can thrive, grow, and find fulfillment. We're dedicated to creating a culture where individuals can pursue their passions, develop their skills, and achieve their goals, all while maintaining a healthy work-life balance.

We value the trust you place in us by choosing to work here, and we don't take that lightly. It's our responsibility to ensure that every aspect of your experience with us is positive and rewarding. From fostering a supportive and inclusive work environment to providing opportunities for professional development and advancement, we're committed to creating the best possible experience for you. Because when you succeed, we all succeed.

Our benefits include:

• Competitive salary commensurate with experience and education

• Comprehensive Medical, Dental, and Vision Health Plans

• FSA and company-funded HSA

• 401K plan with a matching program

• Monthly cell phone stipend and Health & Wellness benefit

• Flexible and remote work environments

• Generous paid time off

• Tremendous potential for growth within the company

• Company culture centered around values of:

  • Passion

  • Innovation

  • Empowerment

  • Growth

  • Collaboration

  • Empathy

  • Integrity

  • Kindness

Location:

Remote /Tysons, VA/TBD