Manager, Customer Success (Corporate)
AINS LLC DBA OPEXUSTitle: Manager, Customer Success (Corporate)
Department: Customer Delivery
Reports To: Director of Customer Success
Work Location & Flexibility: We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, TX, VA, WA, WI, WV, WY. If you live outside these states, unfortunately we’re not able to consider your application at this time.
Casepoint’s Manager, Customer Success role will work across teams to ensure the success and satisfaction of our corporate clients. This role focuses on driving adoption, retention, and growth within assigned accounts by partnering closely with customers and internal teams. You will manage relationships with key corporate accounts, oversee onboarding and implementation, and help customers achieve their business objectives using Casepoint’s technology and services.
This role reports to the Director of Customer Success.
What You’ll Do (Key Responsibilities):
- Serve as the primary point of contact for assigned corporate accounts, ensuring successful onboarding, implementation, and ongoing engagement.
- Develop and execute account-level strategies that drive retention, expansion, and value realization across multiple contracts, projects, and stakeholder groups.
- Take full ownership and accountability of account retention targets, customer solution delivery, and P&L management
- Ensure high levels of customer satisfaction by ensuring successful implementation and service delivery, achieving high account retention levels, and ensuring each account remains a positive reference
- Develop a deep understanding of the competitive landscape and emerging industry trends to retain and grow accounts
- Partner cross-functionally with Sales, Delivery, Product, and IS leadership to influence account strategy, product direction, and resource prioritization.
- Proactively identify growth opportunities, renewal risks, and strategic initiatives to strengthen customer engagement and expand account value
- Act as an escalation point for customer issues, balancing advocacy with company objectives
- Collaborate with leadership to define and refine processes, templates, and best practices for the Customer Success organization
- Lead and manage team members with metrics, KPIs, and goal-setting to support a culture of performance and accountability
- Identify and advocate product improvements based on Customers’ needs and industry trends
What You Bring to the Team:
- 5-8+ years in Customer Success or Account Management for SaaS solutions
- Proven ability to manage multiple corporate accounts and deliver high levels of customer satisfaction
- Experience managing and growing enterprise eDiscovery accounts for corporations
- Demonstrated ability to build relationships and strategic account plans that drive retention, expansion, and satisfaction
- Strong technical aptitude with SaaS systems; ability to advise customers on adoption and integration best practices
- Experience leading through influence, mentoring peers, and contributing to team best practices (formal people management experience is a plus)
- Passion for technology and for helping others to understand and use it
- Excellent verbal presentation skills and written communication skills
- Experience in self-training and developing expertise with new user-based technology
- B.A. and/or M.S. or equivalent experience
About 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.