E-Discovery Specialist (Customer Success)

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

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.

Responsibilities

• 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

Desired Skills

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