Remote-First Customer Success Strategist

Relativity; Charleston (WV); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity seeks a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, ROI, and renewal outcomes. You will coordinate with Sales and Adoption Services to design engagements, deliver onboarding sessions, and create ROI narratives for each account, while monitoring health signals and risks.

AI tools will augment communications and playbooks. You will partner across teams to ensure scalable programs, measure KPI movement, and translate data into strategic

Qualifications

• 2-4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment.
• Demonstrated data fluency: interpret adoption signals, utilization trends, and health scores to drive action.
• Strong written communication: craft outreach that blends AI templates with audience adaptation.

Responsibilities

• Monitor adoption continuously, translating signals into outreach and intervention
• Partner with Sales and Adoption Services to design adoption engagements
• Lead discovery conversations and presentations tying customer needs to offerings and guiding value realization
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs
• Build an ROI narrative for each account and document Verified Outcomes
• Monitor health score for portfolio; surface risks and remediate within timelines
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks with urgency
• Design scaled tactics using AI tools to draft communications and templates, analyze adoption patterns
• Document what works and feed learnings back to segment managers and cross-segment teams

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Job description

Relativity seeks a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, ROI, and renewal outcomes. You will coordinate with Sales and Adoption Services to design engagements, deliver onboarding sessions, and create ROI narratives for each account, while monitoring health signals and risks.

AI tools will augment communications and playbooks. You will partner across teams to ensure scalable programs, measure KPI movement, and translate data into strategic