AI-Powered Customer Success Manager for ROI & Growth

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

Job summary

Relativity seeks a Customer Success Manager for RelativityOne subscription accounts, driving adoption, value realization, and renewal readiness. You’ll spark growth by translating data signals into strategic actions and ROI narratives, working with Sales and Adoption Services to design scalable engagements.

You will monitor health, risks, and Gainsight hygiene, and use AI tools to draft communications and templates.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment.
• Demonstrated data fluency: interpret adoption signals, utilization trends, and health scores to drive prioritized action.
• Strong written communication: craft outreach using AI-powered templates that reflect audience needs.
• Outcome-driven with ability to deliver value through targeted, time-boxed engagements.
• Operational discipline: reliable Gainsight execution and proactive risk surfacing.
• AI fluency: comfortable using generative AI tools to accelerate work quality.

Responsibilities

• Monitor adoption continuously, translating signals into outreach and intervention.
• Partner closely with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations and presentations, linking customer needs to Relativity's offerings and ROI.
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs.
• Build an ROI narrative for each account and document Verified Outcomes.
• Maintain Gainsight health signals, log interventions, and surface risks with urgency.

Skills

Account Management

Data Fluency

Communication

Customer Relationships

Retention Strategies

Sales

Training Delivery

Empathy

Relationship Management

Active Listening

AI Fluency

Gainsight

Salesforce

Tools

Gainsight

Salesforce

Job description

Relativity seeks a Customer Success Manager for RelativityOne subscription accounts, driving adoption, value realization, and renewal readiness. You’ll spark growth by translating data signals into strategic actions and ROI narratives, working with Sales and Adoption Services to design scalable engagements.

You will monitor health, risks, and Gainsight hygiene, and use AI tools to draft communications and templates.