Client Success Manager

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together. 

What’s unique about this role?

The Client Success Manager, Antitrust is responsible for building and maintaining HSR 2nd Request Programs for key law firm accounts.  The CSPM will work cross-functionally to establish and refine Lighthouse best practices related to 2nd Requests.  The CSPM will provide a main point of contact for key law firm partners to ensure consistency in communication and delivery across all 2Rs associated with these partners.  The CSPM will scope client requirements, propose Lighthouse solutions, capture and maintain relevant informational and success metrics, coordinate with Marketing to maintain 2R-related materials and will establish themselves as the face of Lighthouse’s 2nd Request Practice Group.   The CSPM will also participate in and/or perform traditional Client Success Duties for aligned accounts, including account planning & strategy, conducting client business reviews, supporting outreach & sales activities, among other items.          

What will this person do?

•  Develop and implement communication protocol for 2nd requests managed by Lighthouse.  Outline and document standards and cadence for all client meetings and communications
• Coordinate primary points of contact for Project Management, Digital Forensics, Ai Consulting, Review Consulting and other teams as appropriate.  During k/o calls, introduce the Lighthouse 2R program and communication leads
• Develop and implement weekly executive summary rollup report for submission to the client and Lighthouse Sales/CEG/OPS leadership, including, but not limited to: (1) high level activity summary, (2) potential issues that could impact meeting substantial compliance or key deadlines (3) potential Lighthouse solution introduction or adoption opportunities (4) uptick in activity impacting cross-functional teams and (5) high-level data dashboard metrics trackin
• Participate in cross-functional internal calls as necessary for custom solution scoping; escalate critical items to Sales/CEG/OPS leadership as necessary
• Organize/lead cross-functional task force, including CEG, Ops, AIA, RI, MR, DF and IG to ensure the Lighthouse 2nd Request Practice Group remains current on industry trends, Lighthouse capabilities and client requirements
• Develop and maintain budgets for 2nd Requests and provide regular updates to client and Lighthouse stakeholders throughout each matter
• Manage 2nd Request Information Tracking, including relevant dates/timeframes, firms/corps, agencies, solutions sold/utilized, population metrics (ingested, exported, date, terms, TAR/non-TAR, TAR 1.0, TAR 2.0, review pops, etc.) and solution impact
• Maintain 2nd Request Sales Materials – coordinate with marketing to keep current the Lighthouse 2R Program Story, Relevant matter/solution-specific Case Studies and Success Metrics, slide decks, one-pagers, white papers, etc
• Conduct Retrospectives on all 2Rs, log lessons learned, opportunities for improvement, success stories; identify candidates for formal case studies
• Support Lighthouse Sales & Marketing activities – participate in presales pitches as 2R SME, develop & maintain Lighthouse 2R sales training program; contribute to Lighthouse brand awareness through participation in Lighthouse 2R Consortia, appearances on Law & Candor, participation in LH-sponsored panels at industry events, contribute to Lighthouse-branded LinkedIn content.
• Perform Client Success tasks on aligned accounts, including conducting client business reviews, proposal writing, rfp support, solution consulting, product demonstrations and documenting/executing account strategy. 

Bring your passion and together we will shine.  It would also be great if you have the following:

•  Bachelor’s degree (Masters or JD a plus)
• Personal management of 2nd Requests, or management of a 2nd Request-specific function.
• 8+ years of experience in customer success, sales, client services or other client-facing role.
• 10+ years of experience in legal technology, e-discovery or information governance.
• Experience with enterprise level deployments and program management preferred.
• Expertise in the full scope of the legal and e-discovery lifecycle.
• Expertise in the HSR 2nd Request lifecycle and workflows.
•   Personal management of 2nd Requests, or management of a 2nd Request-specific function.
• Knowledge of legal and e-discovery technologies (e.g. EnCase, iPro, Nuix, Relativity, RelativityOne, Brainspace).
• Understanding of value drivers in recurring revenue business models and ability to effectively communicate results.
• Demonstrated experience developing trusted partnerships with enterprise clients.
• Comfortable in an influencer role requiring cross-functional collaboration.
• Flexibility to pivot with changing client business goals, needs and requirements.
• Strong analytical, problem solving and change management skills.
• Strong communication, technical writing and presentation skills.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are! 

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

This role will be eligible to participate in an annual bonus or incentive program.  

Lighthouse offers a quality comprehensive benefits package including, medical, dental, vision, and a 401k with company match. 

Company paid benefits also include Life & AD&D, short and long-term disability, and other wellness plans.  We offer a generous Flexible PTO program and paid volunteer days.  Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.  

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.