Remote Customer Success Manager: Drive Adoption & ROI

Relativity; South Carolina; 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, and renewal outcomes. You will guide customers through onboarding, engage across teams, and build ROI narratives to demonstrate verified outcomes.

This role emphasizes data fluency, AI-enabled communications, and scaling programs to maximize customer success at scale while maintaining operational discipline and proactive risk management.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in SaaS/tech.
• Demonstrated data fluency: interpretation of adoption signals, utilization trends, and health scores.
• Strong written communication; ability to craft outreach using AI-powered templates.
• Outcome-focused, with ability to deliver value through time-boxed engagements.
• Operational discipline with Gainsight execution and proactive risk surfacing.
• AI fluency: comfortable using generative AI tools to accelerate work.

Responsibilities

• Monitor adoption signals; translate into outreach and interventions.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations aligning customer needs with Relativity offerings.
• Deliver customized onboarding presentations with cross-team collaboration.
• Build ROI narratives and document Verified Outcomes for accounts.
• Monitor health score; surface risks and manage remediation timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks.
• Design and execute scaled tactics: digital communications, trainings, async resources.
• Use AI tools to draft communications, build templates, analyze adoption patterns.
• Document learnings and contribute playbooks to the segment team.

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 own a portfolio of RelativityOne subscriptions, driving adoption, value, and renewal outcomes. You will guide customers through onboarding, engage across teams, and build ROI narratives to demonstrate verified outcomes.

This role emphasizes data fluency, AI-enabled communications, and scaling programs to maximize customer success at scale while maintaining operational discipline and proactive risk management.