Remote AI-Driven Customer Success Manager

Relativity; Phoenix (AZ); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne accounts, driving adoption, value realization, and renewal outcomes. You will partner with Sales to design adoption engagements, lead discovery conversations, and deliver tailored onboarding sessions to showcase ROI.

You will also monitor health signals, manage risk, and maintain Gainsight hygiene while leveraging AI to scale communications and playbooks across the segment.

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 and translate into prioritized actions
• Strong written communication: craft clear, AI-powered templates and tailor to audience
• Outcome-driven and able to deliver value through targeted, time-boxed engagements
• Operational discipline: Gainsight hygiene, timely risk surfacing and remediation

Responsibilities

• Monitor adoption signals and translate them into outreach and interventions
• Partner with Sales and Adoption Services to design adoption engagements
• Lead discovery conversations linking customer needs to Relativity offerings
• Deliver onboarding presentations and tailor advanced sessions to customer needs
• Build ROI narratives and document Verified Outcomes
• Monitor health score for portfolio and surface risks with defined timelines
• Maintain Gainsight hygiene and track adoption milestones
• Design scaled digital tactics and use AI tools to draft communications and templates
• Document learnings and contribute playbooks to the segment team

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 accounts, driving adoption, value realization, and renewal outcomes. You will partner with Sales to design adoption engagements, lead discovery conversations, and deliver tailored onboarding sessions to showcase ROI.

You will also monitor health signals, manage risk, and maintain Gainsight hygiene while leveraging AI to scale communications and playbooks across the segment.