Customer Success Manager

Relativity; Oregon; 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 and measurable ROI. You’ll partner with Sales and Adoption Services to design engagements and help customers realize value through supported insights and tailored onboarding sessions.

The role emphasizes health monitoring, proactive risk management, and scalable tactics using AI tools to draft communications, build templates, and analyze adoption patterns.

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 into prioritized action.
• Strong written communication: craft clear outreach that uses AI templates but reflects audience adaptation.
• Outcome-driven: deliver value through targeted, time-boxed engagements.
• Operational discipline: Gainsight hygiene, timely risk surfacing and remediation.
• AI fluency: use generative AI tools to accelerate work quality and scale impact.

Responsibilities

• Drive Adoption and Value Realization: monitor adoption signals, design adoption engagements, and build ROI narratives.
• Manage Health, Risk, and Operational Discipline: monitor health scores, log interventions, and track milestones.
• Drive Scaled Impact with AI: design digital communications, trainings, async resources, and AI-assisted templates.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

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.

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 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