Remote Customer Success Manager: Drive Adoption & ROI

Relativity; Philadelphia (Philadelphia County); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to oversee a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewal ROI. You will monitor adoption signals, coordinate with Sales, and craft ROI narratives for each account to ensure continued success.

The role emphasizes AI-enabled outreach, scalable programs, and disciplined account health management to maximize outcomes across a dynamic 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: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action.
• Strong written communication: ability 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.
• AI fluency: adept at using generative AI tools to accelerate work quality and scale impact.

Responsibilities

• Drive adoption and value realization through structured engagements and ROI storytelling.
• Manage health, risk, and operational discipline with Gainsight hygiene and timely remediation.
• Design and execute scaled tactics using AI tools to draft communications, build templates, and analyze adoption patterns.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Job description

Relativity is seeking a Customer Success Manager to oversee a portfolio of RelativityOne subscriptions, driving adoption, value realization, and renewal ROI. You will monitor adoption signals, coordinate with Sales, and craft ROI narratives for each account to ensure continued success.

The role emphasizes AI-enabled outreach, scalable programs, and disciplined account health management to maximize outcomes across a dynamic SaaS environment.