AI-Driven Customer Success Manager (Remote/Hybrid)

Relativity; West Virginia; Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts and drive adoption, value realization, and renewal success. You will monitor adoption signals, design targeted engagements, and build ROI narratives while collaborating with Sales and Adoption Services.

The role emphasizes AI-enabled scalability, health risk management, and cross-team collaboration to deliver measurable outcomes.

Qualifications

• Demonstrated data fluency to interpret adoption signals and translate into action.
• Strong written communication for AI-powered templates and audience adaptation.
• Outcome-driven mindset delivering value through targeted engagements.
• Operational discipline with Gainsight execution and risk surfacing.
• Comfort with generative AI tools to accelerate work quality and scale.

Responsibilities

• Monitor adoption, translate signals into outreach and interventions.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations linking customer needs to offerings and guiding value realization.
• Deliver customized onboarding and tailor advanced sessions to customer needs.
• Build an ROI narrative for each account and document Verified Outcomes.
• Monitor health score and surface risks within defined timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks.
• Design and execute scaled tactics using digital communications, trainings, and async resources.
• Use AI tools to draft communications, build templates, analyze adoption patterns, and create ROI narratives.
• Document what works and share learnings with the segment manager and cross-segment team.

Skills

Data fluency

Written communication

AI fluency

Operational discipline

Risk management

Customer empathy

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts and drive adoption, value realization, and renewal success. You will monitor adoption signals, design targeted engagements, and build ROI narratives while collaborating with Sales and Adoption Services.

The role emphasizes AI-enabled scalability, health risk management, and cross-team collaboration to deliver measurable outcomes.