Customer Success Manager: AI-Driven Adoption & ROI

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

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts, driving adoption, value realization, and renewal with documented ROI. You will monitor adoption signals, lead AI-assisted outreach, and collaborate with Sales and Adoption Services to scale engagement across the customer base.

The role emphasizes data fluency, strong written communication, and proactive risk management, with a remote/hybrid posting and compensation in the US market.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or scaled customer-facing role in a SaaS/tech environment.
• Demonstrated data fluency: interpret adoption signals, utilization trends, and health scores into actions.
• Strong written communication using AI-powered templates but tailored for audience.

Responsibilities

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

Skills

Account Management

Communication

Customer Relationships

Data interpretation

AI fluency

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts, driving adoption, value realization, and renewal with documented ROI. You will monitor adoption signals, lead AI-assisted outreach, and collaborate with Sales and Adoption Services to scale engagement across the customer base.

The role emphasizes data fluency, strong written communication, and proactive risk management, with a remote/hybrid posting and compensation in the US market.