Remote ROI-Driven Customer Success Manager

Relativity; Bridgeport (CT); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption and delivering measurable ROI at scale. You will guide customers toward value through tailored onboarding and ROI narratives.

Responsibilities include monitoring health signals, managing risk with Gainsight, and partnering with Sales to design adoption programs. AI fluency to accelerate communications is a plus. This role offers hybrid work options in a dynamic tech environment.

Qualifications

• 2-4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing SaaS role.
• Demonstrated data fluency: interpret adoption signals, utilization trends, and health scores.
• Strong written communication: craft outreach using AI templates but tailored to audience.
• Outcome-driven with time-boxed engagements.
• Operational discipline: Gainsight execution and proactive risk surfacing.
• AI fluency: comfortable using generative AI tools to accelerate work quality and scale.

Responsibilities

• Monitor adoption continuously, translating signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Run discovery conversations and presentations, linking customer needs to offerings and guiding to value.
• Deliver 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, and surface risks with urgency.
• Design and execute scaled tactics: digital communications, trainings, async resources, signal-triggered outreach.
• Use AI tools to draft communications, build templates, analyze adoption patterns, and create ROI narratives.
• Document learnings and contribute playbooks to the segment manager and cross-segment team.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption and delivering measurable ROI at scale. You will guide customers toward value through tailored onboarding and ROI narratives.

Responsibilities include monitoring health signals, managing risk with Gainsight, and partnering with Sales to design adoption programs. AI fluency to accelerate communications is a plus. This role offers hybrid work options in a dynamic tech environment.