Customer Success Lead, Corporate - OPEXUS : Job Details

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This range is provided by OPEXUS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$100,000.00/yr - $115,000.00/yr

The Customer Success Lead is a member of the OPEXUS + 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 OPEXUS + 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 deployment 1 Confidential & Proprietary OPEXUS + Casepoint Job Posting
• Assist 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 documented 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

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

About OPEXUS + Casepoint

OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.

The Washington Post, which named Opexus+ Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds.

OPEXUS + Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

#OPEX

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service
• IndustriesSoftware Development

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