AI-Driven Customer Success Manager (Remote/Hybrid)

Relativity; Houston (TX); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions. You will drive adoption, create ROI narratives, and guide customers toward value while ensuring renewals and growth. This role uses AI tools to craft communications, analyze adoption, and scale outreach.

The position supports a remote/hybrid model in the US, prioritizing data-driven action, proactive risk management, and revenue retention across a diverse customer base.

Qualifications

• 2-4 years in Customer Success, Consulting, Account Management, or scaled SaaS role.
• Demonstrated data fluency: interpret adoption signals and health scores.
• Strong written communication using AI-powered templates with audience adaptation.
• Outcome-driven and able to deliver value through time-boxed engagements.
• Operational discipline with Gainsight execution and proactive risk surfacing.
• AI fluency: using generative AI tools to accelerate work.

Responsibilities

• Monitor adoption continuously and translate signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations and map customer needs to offerings for value realization.
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs.
• Build ROI narratives and document Verified Outcomes for accounts.
• Monitor health score and surface risks, remediating within timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks.

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. You will drive adoption, create ROI narratives, and guide customers toward value while ensuring renewals and growth. This role uses AI tools to craft communications, analyze adoption, and scale outreach.

The position supports a remote/hybrid model in the US, prioritizing data-driven action, proactive risk management, and revenue retention across a diverse customer base.