Remote AI-Driven Customer Success Lead

Relativity; Newark (NJ); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions and drive adoption, value realization, and renewal outcomes. You will craft ROI narratives, collaborate with Sales, and guide customers toward documented value and expansion.

Based in Newark, NJ or hybrid/remote, you will monitor health signals, maintain Gainsight hygiene, and design scalable, AI-assisted outreach to deliver measurable impact.

Qualifications

• 2-4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment.
• Data fluency: interpret adoption signals, utilization trends, and health scores into prioritized actions.
• Strong written communication integrating AI-powered templates with audience adaptation.
• Outcome-driven with value through targeted, time-boxed engagements.
• Operational discipline with Gainsight execution and risk surfacing.
• AI fluency using generative AI tools to accelerate work quality and scale impact.

Responsibilities

• Monitor adoption signals and tailor outreach to drive value.
• Collaborate with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations and map customer needs to Relativity offerings.
• Deliver onboarding sessions and tailor advanced trainings per customer needs.
• Build ROI narratives and document Verified Outcomes for accounts.
• Monitor health score and surface risks with defined timelines.
• Maintain Gainsight hygiene: log interventions and track milestones.
• Design scaled tactics using AI-driven communications, trainings, and resources.
• Use Claude and Copilot to draft templates, analyze adoption, and create ROI narratives.
• Share learnings and contribute playbook inputs to segment teams.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Tools

Gainsight

Salesforce

Claude

Copilot

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions and drive adoption, value realization, and renewal outcomes. You will craft ROI narratives, collaborate with Sales, and guide customers toward documented value and expansion.

Based in Newark, NJ or hybrid/remote, you will monitor health signals, maintain Gainsight hygiene, and design scalable, AI-assisted outreach to deliver measurable impact.