Customer Success Manager

Relativity; Springfield (IL); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own outcomes for RelativityOne subscriptions, driving adoption, ROI, and renewal readiness. You will monitor health signals, design onboarding, and collaborate with Sales to deliver value through tailored engagements.

In this role, you’ll use AI tools to craft outreach, analyze adoption patterns, and create compelling ROI narratives for each account while maintaining disciplined Gainsight hygiene and proactive risk management.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in SaaS/tech.
• Data fluency to interpret adoption signals, utilization trends, and health scores.
• Strong written communication with AI-powered templates and audience adaptation.
• Operational discipline with Gainsight execution and proactive risk surfacing.

Responsibilities

• Own outcomes for a portfolio of RelativityOne subscriptions and drive adoption and ROI.
• Monitor health and adoption signals, instituting timely interventions.
• Design onboarding and tailored advanced sessions; craft ROI narratives per account.
• Scale via AI-assisted communications, templates, and playbooks; track impact.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Job description

Posting Type

Remote/Hybrid

Job OverviewThe 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 RequirementsYou Will Drive Adoption and Value RealizationMonitor adoption continuously, translating signals into purposeful outreach and interventionPartner closely with Sales and Adoption Services to design adoption engagementsRun impactful discovery conversations and presentations, connecting customer needs to our offerings and guiding customers on the path to valueDeliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needsBuild an ROI narrative for each account in your portfolio, identifying and documenting Verified OutcomesYou Will Manage Health, Risk, and Operational DisciplineMonitor the health score for your portfolio; surface risks proactively and own remediation within defined timelinesMaintain impeccable Gainsight hygiene: log signal-based interventions, track adoption milestones, and surface risks with appropriate urgencyYou Will Drive Scaled Impact with AI and Creative Systems ThinkingDesign and execute scaled tactics — digital communications, open trainings, async resources, signal-triggered outreachUse AI tools (Claude, Copilot) as a force multiplier to draft communications, build templates, analyze adoption patterns, and create compelling ROI narrativesDocument 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 For2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environmentDemonstrated data fluency: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized actionStrong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptationOutcome-driven and able to deliver value through targeted, time-boxed engagementsOperational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacingAI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impact

PreferredQualificationsExperience in legal technology, eDiscovery, compliance workflows, or regulated industriesFamiliarity with Gainsight, Salesforce, or equivalent CS platformsExperience 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 $101,000The 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