Customer Success Manager

Relativity

Ohio

Hybrid

USD 67,000 - 101,000

Full time

9 hours ago

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Job summary

Relativity seeks a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewals with measurable ROI. You will monitor adoption signals, collaborate with Sales for engagement design, and craft ROI narratives to demonstrate outcomes across accounts.

In this remote/hybrid role, you will leverage AI tools to draft communications, build templates, and scale customer programs, while maintaining disciplined health scores and risk

Qualifications

2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in SaaS/tech.
Demonstrated data fluency to interpret adoption signals, utilization trends, and health scores.
Strong written communication with AI-powered templates and audience adaptation.
Outcome-driven with time-boxed engagements and value realization.
Operational discipline with Gainsight execution and proactive risk surfacing.
AI fluency to accelerate work quality and scale impact

Responsibilities

Monitor adoption continuously and translate signals into outreach and intervention.
Partner with Sales and Adoption Services to design adoption engagements.
Run discovery conversations linking customer needs to offerings and value realization.
Deliver customized onboarding presentations and tailor advanced sessions.
Build ROI narratives and document Verified Outcomes.
Monitor health scores, surface risks, and remediate within timelines.
Maintain Gainsight hygiene: log interventions and track adoption milestones.
Design and execute scaled tactics using AI tools for templates and outreach.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Gainsight

Salesforce

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

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

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