Remote Customer Success Manager: Drive Adoption & ROI

Relativity; Billings (MT); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts, driving adoption, value realization, and renewals with documented ROI.

You will partner with Sales and Adoption Services to design scalable engagements, deliver onboarding, and craft ROI narratives, using AI tools to accelerate communications and outcomes. Ideal candidates have 2–4 years in customer success in SaaS and strong data fluency.

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 for action
• Strong written communication: craft clear outreach using AI‑powered templates while tailoring to audience
• Outcome‑driven and able to deliver value through targeted, time‑boxed engagements
• Operational discipline: Gainsight hygiene, timely next steps, proactive risk surfacing
• AI fluency: using generative AI tools to accelerate work quality and scale impact

Responsibilities

• Monitor adoption and translate signals into outreach and intervention
• Partner with Sales and Adoption Services to design adoption engagements
• Lead discovery conversations connecting customer needs to offerings and guiding to value
• Deliver customized onboarding presentations and tailor advanced sessions
• Build an ROI narrative for each account and document Verified Outcomes
• Monitor health score for portfolio, surface risks, and drive remediation
• Maintain Gainsight hygiene: log interventions, track milestones, and surface risks with urgency
• Design and execute scaled tactics: digital communications, trainings, async resources
• Use AI tools to draft communications, build templates, analyze adoption patterns, and create ROI narratives
• Document learnings and contribute playbook inputs to segment manager and cross‑segment teams

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 subscription accounts, driving adoption, value realization, and renewals with documented ROI.

You will partner with Sales and Adoption Services to design scalable engagements, deliver onboarding, and craft ROI narratives, using AI tools to accelerate communications and outcomes. Ideal candidates have 2–4 years in customer success in SaaS and strong data fluency.