Remote ROI-Driven Customer Success Manager

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

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts. You will drive adoption, prove ROI, and guide customers toward renewal through data-informed insights and strategic conversations.

You will collaborate with Sales and Adoption Services, deliver onboarding and customized sessions, and build ROI narratives for each account. This role combines hands-on customer success with scalable, AI-assisted outreach.

Qualifications

• 2–4 years in Customer Success, Consulting, or similar SaaS roles.
• Data fluency to interpret adoption signals and health scores.
• Strong written communication with AI-ready templating.
• Outcome-driven and able to deliver value through time-boxed engagements.
• Operational discipline and proactive risk surfacing.

Responsibilities

• Drive Adoption and Value Realization: monitor adoption, design engagements, run discovery conversations, deliver onboarding and ROI narratives.
• Manage Health, Risk, and Operational Discipline: monitor health scores, surface risks, document interventions with urgency.
• Drive Scaled Impact with AI and Creative Systems Thinking: design digital communications, trainings, async resources, use AI as force multiplier, document learnings.
• Collaborate with Sales and Adoption Services to ensure customers realize value and renew.
• Maintain Gainsight hygiene and track adoption milestones.
• Create ROI narratives and Verified Outcomes for accounts.
• Communicate with customers to tailor sessions to needs and drive outcomes.
• Partner across teams to tailor advanced sessions.
• Prepare and present ROI material to customers and internal stakeholders.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Retention Strategies

Sales

Training Delivery

Empathy

Relationship Management

Customer Success

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts. You will drive adoption, prove ROI, and guide customers toward renewal through data-informed insights and strategic conversations.

You will collaborate with Sales and Adoption Services, deliver onboarding and customized sessions, and build ROI narratives for each account. This role combines hands-on customer success with scalable, AI-assisted outreach.