Customer Success Manager — AI-Driven Growth & ROI

Relativity; Montana; Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewal ROI at scale. You will partner with Sales and Adoption Services to design adoption engagements and deliver ROI narratives tailored to customer needs.

You will monitor health and risk, maintain Gainsight hygiene, and employ AI tools to accelerate outreach, template creation, and adoption pattern analysis, ensuring measurable outcomes across accounts.

Qualifications

• 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.

Responsibilities

• Drive adoption and value realization by monitoring signals, designing engagements, and presenting ROI narratives.
• Manage health, risk, and operational discipline by tracking health scores and logging interventions in Gainsight.
• Drive scaled impact with AI and creative systems thinking: use digital communications, trainings, async resources, and AI templates.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewal ROI at scale. You will partner with Sales and Adoption Services to design adoption engagements and deliver ROI narratives tailored to customer needs.

You will monitor health and risk, maintain Gainsight hygiene, and employ AI tools to accelerate outreach, template creation, and adoption pattern analysis, ensuring measurable outcomes across accounts.