Hiring: Customer Success Manager - Infrastructure and IT Consulting Company: IST Management Location: Atlanta, GA Job Posted Time: 2026-09-10 11:31:13 Employment Type: Full-time / Remote Target Skills & Keywords : Jira About the job Experience: •3+ years in customer success, account management, or client services, ideally in legal technology, eDiscovery, or managed IT services Required Skills: •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 •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 •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 •Run recurring service reviews (monthly or quarterly depending on account) covering ticket trends, SLA performance, project status, and upcoming needs •Identify expansion opportunities such as additional services, consulting engagements, or environment growth, and partner with Sales to pursue them •Manage renewals for assigned accounts, including early identification of at-risk clients and building save plans with leadership •Act as the voice of the customer internally: share feedback with support and product teams, and advocate for changes that improve the client experience •Maintain accurate account documentation including contacts, environment details, service scope, and relationship history Qualifications: •Comfortable operating between technical teams and non-technical client stakeholders, and able to translate in both directions •Organized and proactive. You track commitments, follow up without being asked, and clients never have to chase you •Confident communicator who can run a service review with a client executive and an escalation call with an engineer in the same afternoon •Solid functional working knowledge of service desk operations, SLAs, and ticketing workflows (Jira Service Management experience is a plus) •Operational familiarity with renewals, upsells, and account expansion motions •Diploma or GED required, legal authorization to work for any employer in the US required •Demonstrated capacity to work at computer screen/desk for extended periods of time •Direct experience supporting law firms or corporate legal departments •Operational familiarity with eDiscovery platforms (Relativity, Nuix) or the EDRM lifecycle •The I, II, III levels reflect flexibility based on experience, responsibility, and technical proficiency. Candidates at all levels are encouraged to apply. Compensation: •$75,000 - $120,000 / year •Flexible work environment (work from home / hybrid options) •Medical, Dental, Vision, STD, LTD, Life, 401k, Paid Time Off, 7 Holidays, and Bonus incentives Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!