Remote Senior Customer Success Strategist

Relativity; Australia; Remote; AUD 120,000 - 180,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to drive ROI for our customers using the RelativityOne platform, collaborating with Account Executives to develop success plans and expand value across geographies and use cases.

You will own account plans, coordinate across teams, and mentor peers, aiming to reduce renewal risk while uncovering upsell opportunities. Remote work is supported, with a focus on strategic customer outcomes.

Qualifications

• 7 years of customer-facing support in the software industry.
• 5 years of litigation support experience (Relativity Administrator experience preferred).
• Expertise managing key accounts in a customer-facing role.
• Experience in the software technology sector.
• Proven success independently managing complex projects.
• Excellent business writing and presentation skills.
• Enjoy working as part of a team in a collaborative environment.
• Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.

Responsibilities

• Understand the ROI your accounts expect from their RelativityOne subscriptions and build success plans with the Account Executive to achieve ROI.
• Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.
• Plan and deliver Executive Business Reviews to align ROI with leadership on achieved and targeted ROI.
• Represent the customer’s voice back to Relativity, using feedback loops to foster a culture of customer success.
• Regularly analyze customer usage and account health to reduce renewal risk or product churn while identifying upsell opportunities.
• Mentor and support junior team members.
• Work with CS leadership to build new offerings and repeatable playbooks for ROI opportunities.
• Project manage onboarding across geographies or enabling account success with non-standard use cases.
• Engage accounts with Relativity experts and executives to address concerns and build multi-threaded engagements.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Tools

CRM

Relativity platform

Job description

Relativity is seeking a Senior Customer Success Manager to drive ROI for our customers using the RelativityOne platform, collaborating with Account Executives to develop success plans and expand value across geographies and use cases.

You will own account plans, coordinate across teams, and mentor peers, aiming to reduce renewal risk while uncovering upsell opportunities. Remote work is supported, with a focus on strategic customer outcomes.