Customer Success Manager

Relativity; West Virginia; Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts and drive adoption, value realization, and renewal success. You will monitor adoption signals, design targeted engagements, and build ROI narratives while collaborating with Sales and Adoption Services.

The role emphasizes AI-enabled scalability, health risk management, and cross-team collaboration to deliver measurable outcomes.

Qualifications

• Demonstrated data fluency to interpret adoption signals and translate into action.
• Strong written communication for AI-powered templates and audience adaptation.
• Outcome-driven mindset delivering value through targeted engagements.
• Operational discipline with Gainsight execution and risk surfacing.
• Comfort with generative AI tools to accelerate work quality and scale.

Responsibilities

• Monitor adoption, translate signals into outreach and interventions.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations linking customer needs to offerings and guiding value realization.
• Deliver customized onboarding and tailor advanced sessions to customer needs.
• Build an ROI narrative for each account and document Verified Outcomes.
• Monitor health score and surface risks within defined timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks.
• Design and execute scaled tactics using digital communications, trainings, and async resources.
• Use AI tools to draft communications, build templates, analyze adoption patterns, and create ROI narratives.
• Document what works and share learnings with the segment manager and cross-segment team.

Skills

Data fluency

Written communication

AI fluency

Operational discipline

Risk management

Customer empathy

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

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