AI-Driven Customer Success Lead: ROI & Adoption

Relativity; Jacksonville (FL); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption and value realization. This role operates at scale to spark growth, guide customers toward renewal, and deliver ROI-backed outcomes across a US-wide client base.

You will partner with Sales and Adoption Services, conduct discovery conversations, deliver onboarding and advanced sessions, and craft ROI narratives. Health, risk, and scalable AI-driven tactics are central to success.

Qualifications

• Experience in SaaS or technology environments.
• Ability to interpret adoption signals and health scores into actions.
• Strong written communication with AI-powered template adaptation.
• Outcome-driven with time-boxed engagements.
• Operational discipline and proactive risk surfacing.

Responsibilities

• Own a portfolio of RelativityOne subscriptions, driving adoption and value realization.
• Monitor health scores, log interventions, and mitigate risks within timelines.
• Design adoption engagements with Sales and Adoption Services and run discovery conversations.
• Deliver onboarding sessions and tailor advanced sessions to customer needs.
• Build ROI narratives and document Verified Outcomes for each account.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption and value realization. This role operates at scale to spark growth, guide customers toward renewal, and deliver ROI-backed outcomes across a US-wide client base.

You will partner with Sales and Adoption Services, conduct discovery conversations, deliver onboarding and advanced sessions, and craft ROI narratives. Health, risk, and scalable AI-driven tactics are central to success.