Remote AI-Driven Customer Success Manager

Relativity; Minneapolis (MN); 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 renewals. You will craft ROI narratives and partner with teams to deliver measurable outcomes.

This role emphasizes data-driven decisions, Gainsight hygiene, and scalable engagements, leveraging AI tools to accelerate outreach and template development.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS/tech environment.
• Demonstrated data fluency to interpret adoption signals, utilization trends, and health scores into prioritized action.
• Strong written communication, capable of AI-powered templating while tailoring to audience.
• Outcome-driven with ability to deliver value through targeted, time-boxed engagements.
• Operational discipline with reliable Gainsight execution and proactive risk surfacing.

Responsibilities

• Monitor adoption continuously, translating signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations and presentations, linking customer needs to offerings and guiding value realization.
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs.
• Build an ROI narrative for each account and document Verified Outcomes.
• Monitor health score; surface risks and own remediation within timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks with urgency.
• Design and execute scaled tactics: digital communications, trainings, async resources.
• Use AI tools as a force multiplier to draft communications, templates, and ROI narratives.
• Document learnings and contribute playbook inputs to the segment manager and team.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions and drive adoption, value realization, and renewals. You will craft ROI narratives and partner with teams to deliver measurable outcomes.

This role emphasizes data-driven decisions, Gainsight hygiene, and scalable engagements, leveraging AI tools to accelerate outreach and template development.