Customer Success Architect: ROI & AI-Driven Adoption

LE0001 Relativity ODA LLC; Illinois; Hybride; USD 67 000 - 101 000; Plein temps

Résumé du poste

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions. You will drive adoption, ROI value, and renewal readiness by turning data signals into strategic actions across teams.

In a remote/hybrid role, you’ll guide onboarding, design tailored engagements, and craft ROI narratives for your accounts while tracking health scores and mitigating risks. Strong written communication and AI fluency help you accelerate impact.

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: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action
• Strong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptation

Responsabilités

• Drive adoption and value realization; monitor adoption signals and outreach adjustments.
• Partner with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations linking customer needs to offerings and guiding customers to value.
• Deliver onboarding presentations and tailor advanced sessions to customer needs.
• Build ROI narratives for accounts and document verified outcomes.
• Monitor health, risk, and operational discipline; manage risks within timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks with urgency.
• Design scaled tactics: digital communications, open trainings, async resources; use AI tools to draft communications and templates.
• Document learnings and feed playbooks back to segment teams.

Connaissances

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Outils

Gainsight

Salesforce

Description du poste

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions. You will drive adoption, ROI value, and renewal readiness by turning data signals into strategic actions across teams.

In a remote/hybrid role, you’ll guide onboarding, design tailored engagements, and craft ROI narratives for your accounts while tracking health scores and mitigating risks. Strong written communication and AI fluency help you accelerate impact.