Remote Customer Success Manager - ROI & Adoption Leader

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

Job summary

Relativity is seeking a Customer Success Manager to own outcomes for a portfolio of RelativityOne subscriptions. You will spark growth, drive transformation, and ensure renewal with documented ROI.

In this remotely/hybrid role, you will monitor adoption, lead discovery conversations, and collaborate with Sales. You will craft ROI narratives and ensure health, risk, and operational discipline across your portfolio.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in SaaS/tech.
• Demonstrated data fluency: interpret adoption signals, utilization trends, health scores, and translate to action.
• Strong written communication; craft outreach using AI templates with audience adaptation.
• Outcome-driven and able 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 interventions.
• Partner with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations and present value; map customer needs to offerings.
• Deliver customized onboarding and tailor advanced sessions to customer needs.
• Build ROI narratives and document Verified Outcomes for accounts.

Skills

Customer Success

Data fluency

Written communication

Outcome-driven

Operational discipline

AI fluency

Relationship management

Tools

Gainsight

Salesforce

Claude

Copilot

Job description

Relativity is seeking a Customer Success Manager to own outcomes for a portfolio of RelativityOne subscriptions. You will spark growth, drive transformation, and ensure renewal with documented ROI.

In this remotely/hybrid role, you will monitor adoption, lead discovery conversations, and collaborate with Sales. You will craft ROI narratives and ensure health, risk, and operational discipline across your portfolio.