Remote CSM: ROI‑Driven Adoption & Growth

Relativity; Oklahoma City (OK); 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 ROI at scale. You will monitor adoption signals, design adoption engagements, and deliver onboarding sessions that tailor to customer needs.

You will also manage health and risk with Gainsight, log interventions, and surface risks with urgency. Leveraging AI tools, you will draft communications, create templates, and analyze adoption patterns to

Qualifications

• Required skills include Account Management, active listening, clear communication, and relationship-building with customers.
• Demonstrated ability to drive adoption, usage metrics, and retention in a SaaS or tech setting.
• Proven capability to craft AI-powered outreach templates and scalable engagement playbooks.

Responsibilities

• You will drive adoption and value realization across a RelativityOne portfolio.
• You will manage health, risk, and operational discipline with Gainsight hygiene and proactive risk work.
• You will design scaled tactics using AI tools to draft communications, build templates, and analyze adoption patterns.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Education

Experience in legal technology, eDiscovery, compliance workflows or regulated industries

Experience designing scaled digital customer programs (newsletters, webinars, async resources)

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 ROI at scale. You will monitor adoption signals, design adoption engagements, and deliver onboarding sessions that tailor to customer needs.

You will also manage health and risk with Gainsight, log interventions, and surface risks with urgency. Leveraging AI tools, you will draft communications, create templates, and analyze adoption patterns to