Remote Customer Success Manager | Drive Adoption & ROI

Relativity; New Orleans (LA); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity's Customer Success Manager role in New Orleans focuses on owning a portfolio of RelativityOne subscriptions, driving adoption, and delivering measurable value. You will guide customers toward renewals with documented ROI and coordinate with Sales and Adoption Services to design impactful engagements.

The position emphasizes data-driven actions, AI-enabled communications, and scaled strategies to improve KPI movement and operational discipline within a SaaS 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: interpret adoption signals, utilization trends, and health scores to drive action.
• Strong written communication: craft clear outreach using AI-powered templates and audience adaptation.
• Outcome-driven with ability to deliver value through targeted, time-boxed engagements.
• Operational discipline: Gainsight execution, timely next steps, proactive risk surfacing.
• AI fluency: comfortable using generative AI tools to accelerate work quality and scale impact.

Responsibilities

• Monitor adoption continuously and translate signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations and demonstrations linking customer needs to offerings.
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs.
• Build ROI narratives for accounts and document Verified Outcomes.
• Monitor health scores and surface risks; manage remediation within timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks with urgency.
• Design and execute scaled tactics: digital comms, trainings, async resources, signal-triggered outreach.
• Leverage AI tools (Claude, Copilot) to draft communications, build templates, analyze adoption patterns, create ROI narratives.
• Document learnings and contribute playbooks to segment manager and cross-segment team.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Job description

Relativity's Customer Success Manager role in New Orleans focuses on owning a portfolio of RelativityOne subscriptions, driving adoption, and delivering measurable value. You will guide customers toward renewals with documented ROI and coordinate with Sales and Adoption Services to design impactful engagements.

The position emphasizes data-driven actions, AI-enabled communications, and scaled strategies to improve KPI movement and operational discipline within a SaaS environment.