E-Discovery Specialist (Customer Success)

As an E-Discovery Specialist, you'll act as the dedicated point of contact for onboarding and supporting customers using Luminance's E-Discovery platform. You'll work across a range of legal use-cases - from E-Discovery and Early Case Assessment (ECA) to requests for personal information such as Data Subject Access Requests (DSARs).

Luminance Discovery operates as an autonomous unit within Luminance, with its own commercial and product strategy, which means we move fast, iterate, build and deliver innovation as well as world class customer service for our customers.

You'll play a key role in both commercial and operational activities - leading project onboarding, managing project setup, delivering tailored training and providing first-line support.

• Lead onboarding for new users - guiding project scoping, advising on data collection best practices, appropriate file formats and processing timelines.
• Support data uploads (small and large) and manage pre-processing tasks (e.g. deNISTing, loadfiles & overlays)
• Work with customers to understand project or investigation requirements, delivering tailored user-training sessions.
• Support customers through the initial setup of review structures and workflows, including using AI-assisted review (Deep Coding), providing advice on review strategies for specific project types.
• Support end-to-end workflows from data upload through to production.
• Directly handle complex tasks including redactions, reporting and productions.
• Act as first-line support, handling technical queries and requests (working with the Site Reliability Team).
• Own and update onboarding materials, knowledge-base articles and training resources.
• Capture customer feedback to inform Discovery product improvements and help share future functionality, including handling product QA for new version releases

• Additional training or certification in E-Discovery (e.g. ACEDS) is advantageous

• E-Discovery experience - at least 2+ years working in an E-Discovery role (law firm, in-house or E-Discovery provider) with hands-on knowledge of the EDRM lifecycle, including data ingestion, culling, review and production.
• Highly proficient in Excel
• Familiar with a wide range of data formats (including common E-Discovery export formats) and data export methods.
• Familiar with loadfiles & data overlays, and Concordance (or similar) productions formats.
• Understanding of De-Duplication mechanisms, deNISTing and data processing best practices.
• Demonstrated experience training or supporting customers or internal users on E-Discovery software platforms.
• An excellent communicator - both written and verbal, with an ability to translate complex technical topics into clear, customer-friendly explanations.
• Problem-solving mindset - able to identify issues, investigate causes, and collaborate on solutions with internal and client teams.
• Organisational skills - ability to manage multiple projects simultaneously, prioritising tasks and deadlines effectively and independently.
• BA in Law, Legal Tech, Computer Science or a related field (2:1 or above)