ROI-Driven Customer Success Manager (Remote)

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

Job summary

Relativity is seeking a Customer Success Manager to own outcomes for RelativityOne subscription accounts, driving growth, transformation, and renewal value. You will monitor adoption, design engagements, and build ROI narratives across a portfolio while leveraging AI tools to scale impact.

You will manage health signals, surface risks, and maintain Gainsight hygiene, partnering with Sales and Adoption Services to ensure customer success at scale.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or scaled customer-facing role in SaaS/tech
• Ability to interpret adoption signals, utilization trends, and health scores into action
• Strong written communication that adapts AI templates for audience

Responsibilities

• Monitor adoption, translate signals into outreach and interventions
• Partner with Sales and Adoption Services to design adoption engagements
• Lead discovery conversations connecting customer needs to offerings and guiding value realization
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs
• Build ROI narratives and document verified outcomes for accounts

Skills

Customer Success

Data fluency

Written communication

AI fluency

Operational discipline

Tools

Gainsight

Salesforce

Claude

Copilot

Job description

Relativity is seeking a Customer Success Manager to own outcomes for RelativityOne subscription accounts, driving growth, transformation, and renewal value. You will monitor adoption, design engagements, and build ROI narratives across a portfolio while leveraging AI tools to scale impact.

You will manage health signals, surface risks, and maintain Gainsight hygiene, partnering with Sales and Adoption Services to ensure customer success at scale.