Remote Strategic CSM: Adoption & ROI Architect

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

Job summary

Relativity seeks a Customer Success Manager to own a RelativityOne subscription portfolio, driving adoption, value realization, and renewal outcomes. You will translate data signals into strategic actions and ROI narratives to spark growth and transformation.

In a remote/hybrid setup, you will partner with Sales and Adoption Services, run discovery conversations, tailor onboarding, and monitor health scores, while scaling impact with AI-driven tactics and templates.

Qualifications

• 2–4 years in a scaled customer-facing role in SaaS or tech.
• Strong data fluency: interpret adoption signals and translate to actions.
• Excellent written communication with AI-assisted templates.
• Operational discipline with Gainsight execution.

Responsibilities

• Monitor adoption and translate signals into outreach.
• Design adoption engagements with Sales and Adoption Services.
• Lead discovery conversations linking customer needs to offerings.
• Deliver onboarding sessions tailored to customer needs.
• Build ROI narratives and document Verified Outcomes.
• Monitor the health score and surface risks with remediation.
• Maintain Gainsight hygiene and track milestones.
• Design scaled AI-enabled outreach and trainings.
• Use AI tools to draft communications and templates.
• Document learnings and contribute playbooks.

Skills

Adoption strategy

Data fluency

AI literacy

Clear communication

Outcome-driven

Operational discipline

Risk management

Tools

Gainsight

Salesforce

AI drafting tools

Job description

Relativity seeks a Customer Success Manager to own a RelativityOne subscription portfolio, driving adoption, value realization, and renewal outcomes. You will translate data signals into strategic actions and ROI narratives to spark growth and transformation.

In a remote/hybrid setup, you will partner with Sales and Adoption Services, run discovery conversations, tailor onboarding, and monitor health scores, while scaling impact with AI-driven tactics and templates.