Remote Customer Success Manager - AI-Driven ROI

Relativity; Las Vegas (NV); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own outcomes for a portfolio of RelativityOne subscription accounts. You will drive adoption, value realization, and renewals by turning data signals into strategic actions and ROI narratives.

Collaborate with Sales and Adoption Services, deliver onboarding and tailored sessions, monitor health, and use AI tools to scale customer programs while documenting outcomes for continuous improvement.

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: interpret adoption signals, utilization trends, and health scores into actions.
• Strong written communication using AI-powered templates while tailoring for audience.
• Outcome-driven with time-boxed engagements and a focus on value delivery.
• Operational discipline: Gainsight execution and proactive risk surfacing.
• AI fluency: comfortable using generative AI tools to accelerate work quality.

Responsibilities

• Monitor adoption signals and translate them into purposeful outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations and present and map customer needs to Relativity offerings for value realization.
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs.
• Build an ROI narrative for each account and document Verified Outcomes.
• Maintain Gainsight hygiene: log interventions, track milestones, and surface risks with urgency.
• Design scalable tactics using digital communications, trainings, and async resources.
• Use AI tools to draft communications, build templates, analyze adoption patterns, and craft ROI narratives.

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 outcomes for a portfolio of RelativityOne subscription accounts. You will drive adoption, value realization, and renewals by turning data signals into strategic actions and ROI narratives.

Collaborate with Sales and Adoption Services, deliver onboarding and tailored sessions, monitor health, and use AI tools to scale customer programs while documenting outcomes for continuous improvement.