Customer Success Manager

Relativity; New Jersey; 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. You will drive adoption, deliver value, and guide renewals with a documented ROI, translating data signals into strategic action.

You will monitor health, partner with Sales to design engagements, and leverage AI tools to scale communications and ROI narratives while maintaining disciplined customer success operations.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS environment.
• Ability to interpret adoption signals, utilization trends, and health scores into prioritized action.
• Strong written communication with AI-powered templating and audience adaptation.
• Outcome-driven with the ability to deliver value through targeted engagements and disciplined execution.
• Experience using AI tools to accelerate work quality and scale impact.

Responsibilities

• Monitor adoption and translate signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations to connect customer needs to offerings and guide customers to value.
• Deliver onboarding presentations and tailor advanced sessions to customer needs.
• Build ROI narratives and document Verified Outcomes for each account.
• Monitor health score, surface risks, and drive remediation within timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, and surface risks with urgency.
• Design scaled tactics using digital communications, trainings, and async resources.
• Use AI tools to draft communications, build templates, analyze adoption, and create ROI narratives.
• Document learnings and contribute playbooks to the segment team.

Skills

Customer Success

Data fluency

Written communication

Outcome orientation

Operational discipline

AI fluency

Tools

Gainsight

Salesforce

Job description

Job Overview

The Customer Success Manager is the named outcome owner for a portfolio of RelativityOne subscription accounts. This role operates at scale to spark growth, drive transformation, and ensure accounts arrive at renewal with a documented return on investment. Success in this role is defined by impacting KPI movement, operational discipline, and the ability to translate data signals into strategic action.

Posting Type

Remote/Hybrid

Job Overview

The Customer Success Manager is the named outcome owner for a portfolio of RelativityOne subscription accounts. This role operates at scale to spark growth, drive transformation, and ensure accounts arrive at renewal with a documented return on investment. Success in this role is defined by impacting KPI movement, operational discipline, and the ability to translate data signals into strategic action.

Job Description And Requirements

You Will Drive Adoption and Value Realization

• Monitor adoption continuously, translating signals into purposeful outreach and intervention
• Partner closely with Sales and Adoption Services to design adoption engagements
• Run impactful discovery conversations and presentations, connecting customer needs to our offerings and guiding customers on the path to value
• Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs
• Build an ROI narrative for each account in your portfolio, identifying and documenting Verified Outcomes

You Will Manage Health, Risk, and Operational Discipline

• Monitor the health score for your portfolio; surface risks proactively and own remediation within defined timelines
• Maintain impeccable Gainsight hygiene: log signal-based interventions, track adoption milestones, and surface risks with appropriate urgency

You Will Drive Scaled Impact with AI and Creative Systems Thinking

• Design and execute scaled tactics — digital communications, open trainings, async resources, signal-triggered outreach
• Use AI tools (Claude, Copilot) as a force multiplier to draft communications, build templates, analyze adoption patterns, and create compelling ROI narratives
• Document what works and what doesn't. Contribute learnings, tactic experiments, and playbook inputs back to the segment manager and cross-segment team

What We're Looking For

• 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
• Outcome-driven and able to deliver value through targeted, time-boxed engagements
• Operational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacing
• AI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impact

Preferred Qualifications

• Experience in legal technology, eDiscovery, compliance workflows, or regulated industries
• Familiarity with Gainsight, Salesforce, or equivalent CS platforms
• Experience designing or running scaled digital customer programs (newsletters, webinars, async resources)

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$67,000 and $101,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills

• Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery