Remote AI-Driven Customer Success Manager for ROI

Relativity; Winnipeg; Hybride; CAD 95 000 - 143 000; Plein temps

Résumé du poste

Relativity in Winnipeg, Canada is seeking a Customer Success Manager to own outcomes for RelativityOne subscriptions at scale, driving adoption, transformation, and renewal ROI.

You will monitor adoption, partner with Sales, design engagements, deliver onboarding, and build ROI narratives while managing health and risk across a portfolio of accounts. AI tools will accelerate communications and program delivery.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment
• Demonstrated data fluency: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action
• Strong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptation
• Outcome-driven and able to deliver value through targeted, time-boxed engagements
• Operational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacing
• AI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impact

Responsabilités

• Monitor adoption and translate signals into outreach and intervention
• Partner with Sales and Adoption Services to design adoption engagements
• Run discovery conversations and map customer needs to offerings for value
• Deliver onboarding presentations and tailor advanced sessions to customer needs
• Build ROI narratives and document Verified Outcomes for each account
• Monitor health score, surface risks, and manage remediation within timelines
• Maintain Gainsight hygiene: log interventions, track adoption milestones, surface risks with urgency
• Design and execute scaled tactics: digital communications, trainings, async resources, signal-triggered outreach
• Use AI tools like Claude and Copilot to draft communications, build templates, analyze adoption patterns
• Document what works and contribute learnings back to the team

Connaissances

Customer Success

SaaS

Data fluency

Communication

AI fluency

Relationship Mgmt

Sales collaboration

Description du poste

Relativity in Winnipeg, Canada is seeking a Customer Success Manager to own outcomes for RelativityOne subscriptions at scale, driving adoption, transformation, and renewal ROI.

You will monitor adoption, partner with Sales, design engagements, deliver onboarding, and build ROI narratives while managing health and risk across a portfolio of accounts. AI tools will accelerate communications and program delivery.