AI-Powered Customer Success Lead for ROI Growth

Relativity; Louisville (KY); 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, ROI, and renewal outcomes. You will lead discovery, onboarding, and ROI storytelling across cross‑functional teams to maximize value.

Operate in a remote/hybrid environment from Louisville with a focus on data-driven action, Gainsight hygiene, and AI-enabled communication templates to scale impact and customer success.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a similar SaaS role.
• Strong data fluency to interpret adoption signals and health scores.
• Clear, AI-informed outbound communications with audience adaptation.
• Outcome-driven with time-boxed engagements.
• Operational discipline and proactive risk management.

Responsibilities

• Monitor adoption signals and tailor outreach to drive value.
• Design adoption engagements with Sales and Adoption Services.
• Lead discovery conversations aligning needs with Relativity offerings.
• Deliver onboarding sessions and create advanced customer sessions.
• Build ROI narratives and document verified outcomes.
• Track health scores and surface risks with timely remediation.
• Leverage AI tools to draft communications and templates.

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, ROI, and renewal outcomes. You will lead discovery, onboarding, and ROI storytelling across cross‑functional teams to maximize value.

Operate in a remote/hybrid environment from Louisville with a focus on data-driven action, Gainsight hygiene, and AI-enabled communication templates to scale impact and customer success.