Remote Customer Success Manager — ROI-Driven Growth

Relativity; Huntsville (AL); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity in Huntsville, AL seeks a Customer Success Manager who owns a portfolio of RelativityOne subscription accounts, driving adoption, value realization, and renewals. You will translate data signals into strategic action and work with cross-functional teams to deliver ROI narratives.

The role emphasizes health, risk management, Gainsight hygiene, and AI-assisted engagements to scale customer success across the portfolio. Collaboration with Sales and Adoption Services is key to success.

Qualifications

• 2-4 years in Customer Success, Consulting, Account Management, or similar roles in SaaS/tech
• Data fluency: interpret adoption signals and health scores for action
• Strong written communication using AI-assisted templates with audience adaptation
• Outcome-driven with time-boxed engagements
• Operational discipline with Gainsight and proactive risk surfacing
• AI fluency: using generative AI to accelerate work quality and scale

Responsibilities

• Monitor adoption signals and convert into outreach and interventions
• Partner with Sales and Adoption Services to design adoption engagements
• Lead discovery conversations linking customer needs to offerings and guiding value realization
• Deliver onboarding presentations and tailor sessions to customer needs
• Build ROI narratives and document Verified Outcomes for accounts
• Monitor health score and surface risks with defined remediation timelines
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks
• Design scaled tactics using digital communications, trainings, and async resources
• Use AI tools to draft communications, build templates, analyze adoption patterns
• Document learnings and contribute playbooks to management and cross-team

Skills

Account Management

Communication

Customer Relationships

Retention Strategies

Sales

Training Delivery

Empathy

Relationship Management

Data Fluency

AI Literacy

Tools

Gainsight

Salesforce

Job description

Relativity in Huntsville, AL seeks a Customer Success Manager who owns a portfolio of RelativityOne subscription accounts, driving adoption, value realization, and renewals. You will translate data signals into strategic action and work with cross-functional teams to deliver ROI narratives.

The role emphasizes health, risk management, Gainsight hygiene, and AI-assisted engagements to scale customer success across the portfolio. Collaboration with Sales and Adoption Services is key to success.