Remote Customer Success Manager - ROI & Adoption Lead

Relativity; Illinois; Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne accounts and drive adoption, value realization, and renewals. You will translate data signals into strategic actions, deliver onboarding and ROI narratives, and collaborate with Sales and Adoption Services to design impactful engagements.

You will monitor health, manage risks, and maintain Gainsight hygiene while using AI tools to draft communications and create scalable playbooks.

Qualifications

• 2–4 years in Customer Success, Consulting, or a scaled SaaS/tech role.
• Data fluency: interpret adoption signals, utilization trends, and health scores.
• Strong written communication with AI-assisted templating but audience-appropriate.

Responsibilities

• Drive Adoption and Value Realization across a portfolio of RelativityOne accounts.
• Monitor health scores, surface risks, and manage remediation within timelines.
• Design scaled adoption engagements and ROI narratives using AI-assisted outputs.

Skills

Account Management

Communication

Customer Relationships

Retention Strategies

Training Delivery

Empathy

Tools

Gainsight

Salesforce

AI tools (Claude/Copilot)

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne accounts and drive adoption, value realization, and renewals. You will translate data signals into strategic actions, deliver onboarding and ROI narratives, and collaborate with Sales and Adoption Services to design impactful engagements.

You will monitor health, manage risks, and maintain Gainsight hygiene while using AI tools to draft communications and create scalable playbooks.