Remote AI-Driven Customer Success Leader

Relativity; Los Angeles (CA); 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 outcomes. You will design adoption engagements, deliver tailored onboarding, and craft ROI narratives for each account.

You will monitor health signals, manage risks, and maintain Gainsight hygiene while scaling impact with AI-enabled tactics and collaborative cross-team efforts.

Qualifications

• 2–4 years in customer-facing SaaS roles.
• Ability to interpret adoption signals and health scores.
• Strong written communication with AI-assisted templating.

Responsibilities

• Monitor adoption, translate signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations and presentations to connect needs to offerings.
• Deliver onboarding sessions and tailor advanced trainings.
• Build ROI narratives for accounts in your portfolio.
• Monitor health score, surface risks and drive remediation.
• Maintain Gainsight hygiene: log interventions and track milestones.
• Design scaled tactics using AI tools for communications and templates.
• Document learnings and share playbooks with teams.

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 outcomes. You will design adoption engagements, deliver tailored onboarding, and craft ROI narratives for each account.

You will monitor health signals, manage risks, and maintain Gainsight hygiene while scaling impact with AI-enabled tactics and collaborative cross-team efforts.