Customer Success Manager

Relativity; Washington (District of Columbia); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager in the Washington, DC area to own a portfolio of RelativityOne subscription accounts. You will spark growth, drive transformation, and ensure renewal with documented ROI.

You will monitor adoption, design engagements, and build ROI narratives to drive value at scale. Responsibilities include overseeing health/risk, Gainsight hygiene, and employing AI tools to accelerate communications and create templates.

Qualifications

• 2-4 years in Customer Success or related role in SaaS/tech.
• Ability to interpret adoption signals, utilization trends and health scores into prioritized actions.
• Strong written communication with AI-powered template drafting.
• Outcome-driven and able to deliver value through targeted engagements.
• Operational discipline with Gainsight execution and risk surfacing.

Responsibilities

• Monitor adoption and translate signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations and map customer needs to offerings for value realization.
• Deliver customized onboarding and tailor advanced sessions to customer needs.
• Build ROI narratives and document Verified Outcomes for accounts in portfolio.

Skills

Data fluency

Written communication

Outcome-driven

Operational discipline

AI fluency

Adoption engagement

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

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