Customer Success Manager

Relativity; Virginia Beach (VA); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity in Virginia Beach is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, ROI, and renewal readiness at scale.

You will collaborate with Sales and Adoption Services, design engagements, craft ROI narratives, monitor health scores, and leverage AI to draft communications and create scalable playbooks.

Qualifications

• 2–4 years in Customer Success, Consulting, or a scaled customer-facing SaaS role.
• Data fluency to interpret adoption signals and health scores.
• Strong written communication with AI-aware templating.
• Outcome-driven with time-boxed engagements.
• Operational discipline and proactive risk surfacing.
• AI fluency to leverage generative tools for outreach and ROI narratives.

Responsibilities

• Monitor adoption signals and translate them into targeted outreach.
• Design adoption engagements with Sales and Adoption Services.
• Lead discovery conversations connecting customer needs to offerings.
• Deliver onboarding presentations and tailor sessions.
• Build ROI narratives and document Verified Outcomes.
• Monitor health score and surface risks with defined timelines.
• Maintain Gainsight hygiene and track milestones.
• Design scaled tactics using AI tools and async resources.
• Draft communications and analyze adoption patterns.
• Capture learnings and feed playbooks to teams.

Skills

Customer Success

Account Management

Communication

Active Listening

Relationship Management

Retention Strategies

Sales

Training Delivery

Empathy

Tools

Gainsight

Salesforce

Job description

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

PreferredQualifications

• 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