AI-Driven ROI Customer Success Lead - Remote

Relativity; Chicago (IL); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is hiring a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewals at scale. You will craft ROI narratives, design engage­ment plans, and partner across Sales, Adoption Services, and Product to maximize customer outcomes.

The role emphasizes data fluency, AI-assisted outreach, and outcomes-driven delivery with a focus on risk mitigation and scalable programs.

Qualifications

• 2–4 years in Customer Success or a scaled customer-facing role in SaaS/tech

Responsibilities

• Monitor adoption signals and translate them into outreach actions
• Partner with Sales and Adoption Services to design adoption engagements
• Lead discovery conversations and map customer needs to Relativity offerings
• Deliver onboarding presentations and tailor advanced sessions for customers
• Build ROI narratives and document Verified Outcomes
• Monitor health score for portfolio and surface risks with defined timelines
• Maintain Gainsight hygiene and track adoption milestones
• Design scaled tactics using AI tools to draft communications and create ROI narratives
• Document what works and share learnings with the team

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 hiring a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewals at scale. You will craft ROI narratives, design engage­ment plans, and partner across Sales, Adoption Services, and Product to maximize customer outcomes.

The role emphasizes data fluency, AI-assisted outreach, and outcomes-driven delivery with a focus on risk mitigation and scalable programs.