Remote CSM: AI-Driven Growth & Value

Relativity; Massachusetts; 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, transformation, and renewal ROI. Success is measured by KPI movement, operational discipline, and translating data signals into strategic action.

The role emphasizes health/risk management, AI-enabled outreach, and scalable customer programs to accelerate impact across accounts.

Qualifications

• Strong communication and relationship skills with a focus on outcomes.
• Ability to translate adoption signals into actionable plans.
• Experience driving value and ROI for SaaS customers.

Responsibilities

• Drive adoption and value realization across RelativityOne accounts.
• Monitor health scores, identify risks, and coordinate remediation.
• Design and deliver scaled adoption engagements with AI-assisted templates.
• Conduct discovery conversations and connect customer needs to offerings.
• Build ROI narratives with documented outcomes for renewals.

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, transformation, and renewal ROI. Success is measured by KPI movement, operational discipline, and translating data signals into strategic action.

The role emphasizes health/risk management, AI-enabled outreach, and scalable customer programs to accelerate impact across accounts.