AI-Driven Customer Success Manager for ROI & Adoption

Relativity; Ohio; Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity seeks a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewals with measurable ROI. You will monitor adoption signals, collaborate with Sales for engagement design, and craft ROI narratives to demonstrate outcomes across accounts.

In this remote/hybrid role, you will leverage AI tools to draft communications, build templates, and scale customer programs, while maintaining disciplined health scores and risk

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in SaaS/tech.
• Demonstrated data fluency to interpret adoption signals, utilization trends, and health scores.
• Strong written communication with AI-powered templates and audience adaptation.
• Outcome-driven with time-boxed engagements and value realization.
• Operational discipline with Gainsight execution and proactive risk surfacing.
• AI fluency to accelerate work quality and scale impact

Responsibilities

• Monitor adoption continuously and translate signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations linking customer needs to offerings and value realization.
• Deliver customized onboarding presentations and tailor advanced sessions.
• Build ROI narratives and document Verified Outcomes.
• Monitor health scores, surface risks, and remediate within timelines.
• Maintain Gainsight hygiene: log interventions and track adoption milestones.
• Design and execute scaled tactics using AI tools for templates and outreach.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Gainsight

Salesforce

Tools

Gainsight

Salesforce

Job description

Relativity seeks a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewals with measurable ROI. You will monitor adoption signals, collaborate with Sales for engagement design, and craft ROI narratives to demonstrate outcomes across accounts.

In this remote/hybrid role, you will leverage AI tools to draft communications, build templates, and scale customer programs, while maintaining disciplined health scores and risk