Remote Customer Success Manager: AI-Driven Growth & ROI

Relativity; Boston (MA); 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 renewals. You will translate data signals into strategic actions, lead discovery, and deliver ROI narratives across cross-functional teams.

The role emphasizes AI-enabled outreach, Gainsight hygiene, and scalable digital programs to impact KPI movement and renewal outcomes. Hybrid/remote work is supported in the US.

Qualifications

• 2-4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing SaaS role.
• Data fluency to interpret adoption signals and health scores and translate into actions.
• Strong written communication tailored to audience with AI-powered template foundations.
• Outcome-focused with value-driven engagements.
• Operational discipline with timely risk surfacing and Gainsight execution.

Responsibilities

• Monitor adoption and translate signals into outreach and interventions.
• Collaborate with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations linking customer needs to Relativity offerings and value path.
• Deliver onboarding presentations and tailor advanced sessions to customer needs.
• Build ROI narratives and document Verified Outcomes for each account.

Skills

Customer success

Data analysis

Written communication

AI proficiency

Account management

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne accounts, driving adoption, value realization, and renewals. You will translate data signals into strategic actions, lead discovery, and deliver ROI narratives across cross-functional teams.

The role emphasizes AI-enabled outreach, Gainsight hygiene, and scalable digital programs to impact KPI movement and renewal outcomes. Hybrid/remote work is supported in the US.