Remote Customer Success Manager - ROI & Adoption Leader

LE0003 Relativity Global LLC; Australia; Hybrid; AUD 90,000 - 140,000; Full time

Job summary

Relativity is seeking a Customer Success Manager in Australia to own a portfolio of RelativityOne subscriptions, drive adoption, and secure renewals through ROI storytelling. You will partner with Sales and Adoption Services to design engagements, deliver onboarding, and craft value-forward communications.

Strong data fluency and communication skills are essential, as is experience with Gainsight or similar CS platforms. Remote/hybrid work options apply.

Qualifications

• 2–4 years in Customer Success, Consulting, or related roles in SaaS.
• Strong data fluency to interpret adoption signals and health scores.
• Excellent written communication and AI-powered templating adaptiveness.
• Outcome-driven with demonstrated ability to deliver value through time-boxed engagements.
• Operational discipline with reliable Gainsight execution.
• AI fluency with generative tools to accelerate work.
• Experience in legal tech, eDiscovery, or regulated industries preferred.

Responsibilities

• Drive Adoption and Value Realization across a portfolio of RelativityOne subscriptions.
• Monitor adoption signals, translate into outreach and interventions.
• Collaborate with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations connecting needs to offerings and guide customers to value.
• Provide onboarding presentations and tailor advanced sessions to customer needs.
• Build ROI narratives and document outcomes for accounts.
• Maintain Gainsight hygiene and surface risks with urgency.
• Design scalable AI-powered communications and resources.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Sales

Training Delivery

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager in Australia to own a portfolio of RelativityOne subscriptions, drive adoption, and secure renewals through ROI storytelling. You will partner with Sales and Adoption Services to design engagements, deliver onboarding, and craft value-forward communications.

Strong data fluency and communication skills are essential, as is experience with Gainsight or similar CS platforms. Remote/hybrid work options apply.