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Customer Success Manager - Infrastructure and IT Consulting

July 24, 2026

<h2>Overview</h2> 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. <h2>Responsibilities</h2> <ul> <li>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</li> <li>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</li> <li>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</li> <li>Run recurring service reviews (monthly or quarterly depending on account) covering ticket trends, SLA performance, project status, and upcoming needs</li> <li>Identify expansion opportunities such as additional services, consulting engagements, or environment growth, and partner with Sales to pursue them</li> <li>Manage renewals for assigned accounts, including early identification of at-risk clients and building save plans with leadership</li> <li>Act as the voice of the customer internally: share feedback with support and product teams, and advocate for changes that improve the client experience</li> <li>Maintain accurate account documentation including contacts, environment details, service scope, and relationship history</li> </ul> <h2>Qualifications</h2> Required - <ul> <li>3+ years in customer success, account management, or client services, ideally in legal technology, eDiscovery, or managed IT services</li> <li>Comfortable operating between technical teams and non-technical client stakeholders, and able to translate in both directions</li> <li>Organized and proactive. You track commitments, follow up without being asked, and clients never have to chase you</li> <li>Confident communicator who can run a service review with a client executive and an escalation call with an engineer in the same afternoon</li> <li>Working knowledge of service desk operations, SLAs, and ticketing workflows (Jira Service Management experience is a plus)</li> <li>Familiarity with renewals, upsells, and account expansion motions</li> <li>Diploma or GED required, legal authorization to work for any employer in the US required</li> <li>Ability to work at computer screen/desk for extended periods of time</li> </ul> Preferred - <ul> <li>Direct experience supporting law firms or corporate legal departments</li> <li>Familiarity with eDiscovery platforms (Relativity, Nuix) or the EDRM lifecycle</li> <li>Experience in a managed services or shared services delivery model</li> </ul> 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 tamteam@istmanagement.com. 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...