Remote Customer Success Manager: Scaled Growth & ROI

Relativity; Baltimore (MD); 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 drive adoption, deliver ROI narratives, and partner with Sales to craft value-driven engagements.

Your scope includes health monitoring, risk remediation, and scalable AI-enabled initiatives to grow account value. You will work to translate data signals into strategic actions, maintain Gainsight hygiene, and lead discovery conversations that connect customer needs to

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, and health scores into prioritized actions
• Strong written communication: craft clear outreach using AI-powered templates while tailoring to audience
• Operational discipline: Gainsight hygiene, timely risk surfacing and remediation, and proactive next steps
• AI fluency: comfortable using generative AI tools to accelerate work quality and scale impact

Responsibilities

• Drive adoption and value realization by designing engagements and ROI narratives
• Manage health, risk, and operational discipline with health scores and Gainsight
• Design and execute scaled AI-driven tactics and document learnings for playbooks

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

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 drive adoption, deliver ROI narratives, and partner with Sales to craft value-driven engagements.

Your scope includes health monitoring, risk remediation, and scalable AI-enabled initiatives to grow account value. You will work to translate data signals into strategic actions, maintain Gainsight hygiene, and lead discovery conversations that connect customer needs to