Remote Customer Success Manager: AI-Driven Growth & ROI

Relativity; Maryland; 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 outcomes. You will collaborate with Sales and Adoption Services, deliver customized onboarding, and craft ROI narratives for each account.

The role emphasizes data-driven action, Gainsight hygiene, and scalable, AI-assisted engagements to maximize customer outcomes in a remote/hybrid U.S. environment.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment.
• Demonstrated data fluency: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action.
• Strong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptation.
• Outcome-driven and able to deliver value through targeted, time-boxed engagements.
• Operational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacing.

Responsibilities

• Drive Adoption and Value Realization: monitor adoption signals, design adoption engagements, lead discovery conversations, deliver onboarding sessions, and build ROI narratives.
• Health, Risk, and Operational Discipline: monitor health scores, surface risks, and maintain Gainsight hygiene with timely interventions.
• Scaled Impact with AI and Creative Systems Thinking: design digital communications, open trainings, async resources, and use AI tools to draft communications and analyze adoption patterns.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

AI fluency

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 outcomes. You will collaborate with Sales and Adoption Services, deliver customized onboarding, and craft ROI narratives for each account.

The role emphasizes data-driven action, Gainsight hygiene, and scalable, AI-assisted engagements to maximize customer outcomes in a remote/hybrid U.S. environment.