AI-Driven CSM: Remote ROI & Adoption

Relativity; Manchester (NH); Híbrido; USD 67.000 - 101.000; Jornada completa

Descripción de la vacante

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts, driving adoption and value realization at scale. You will partner with Sales and Adoption Services to design adoption engagements, deliver onboarding, and craft ROI narratives that translate data into strategic action.

The role emphasizes health monitoring, risk remediation, and scalable customer programs, leveraging AI tools to accelerate impact and maintain Gainsight hygiene.

Formación

• 2-4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment.
• Demonstrated data fluency: interpret adoption signals and health scores to drive action.
• Strong written communication using AI-powered templates but tailored to audience.
• Outcome-driven with time-boxed engagements delivering measurable value.
• Operational discipline: Gainsight usage, adoption milestones, and risk surfacing.
• AI fluency: comfortable using generative AI tools to accelerate work quality and scale impact.

Responsabilidades

• Monitor adoption continuously, translating signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations and presentations linking customer needs to Relativity offerings and value.
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs.
• Build an ROI narrative for each account and document Verified Outcomes.
• Monitor health score for portfolio; surface risks proactively and drive remediation.
• 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 to draft communications, build templates, analyze adoption patterns, and create ROI narratives.
• Document learnings and contribute playbooks to segment teams.

Conocimientos

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Descripción del empleo

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts, driving adoption and value realization at scale. You will partner with Sales and Adoption Services to design adoption engagements, deliver onboarding, and craft ROI narratives that translate data into strategic action.

The role emphasizes health monitoring, risk remediation, and scalable customer programs, leveraging AI tools to accelerate impact and maintain Gainsight hygiene.