Senior Customer Success Manager - Public Sector

Relativity; California (MO); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading software development company is seeking a Senior Customer Success Manager focused on the public sector. This role involves driving product adoption, managing complex accounts, and fostering strong customer relationships to ensure success and satisfaction. The successful candidate will leverage their experience to develop strategies for ROI and drive engagement through innovative solutions.

Qualifications

• 3+ years in customer-facing support within software.
• 3+ years in litigation support (Relativity Admin preferred).
• Proven success in managing complex projects.

Responsibilities

• Create success plans based on ROI expectations.
• Monitor customer usage and account health.
• Manage onboarding of new products and complex projects.

Skills

Customer-facing support

Litigation support

Project management

Business writing

Presentation skills

Team collaboration

Job description

Senior Customer Success Manager - Public Sector

Join to apply for the Senior Customer Success Manager - Public Sector role at Relativity.

**Job Overview:**
The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.

Posting Type: Remote/Hybrid

Role Details: The Senior Customer Success Manager develops trusted-advisor relationships to drive success with our largest, most complex accounts, specifically in the Public Sector. You will consult with each account to identify ROI opportunities and utilization blockers, build annual success plans, and coordinate with cross-functional teams to achieve these goals. Responsibilities include introducing new features, expanding use cases, resolving technical issues, and increasing workflow efficiencies. You will also develop best practices, serve as a mentor, analyze data for process improvements, and advocate for shared value.

Responsibilities:

• Create Shared Value by understanding ROI expectations and building Success Plans accordingly.
• Identify and record verified outcomes (wins) and conduct Business Reviews to align on ROI.
• Represent customer feedback to Relativity to foster a customer-centric culture.
• Monitor customer usage and account health to mitigate renewal risks and identify up-sell opportunities.
• Pilot and develop new success playbooks based on customer trends.
• Manage complex projects such as onboarding new products and enabling success with non-standard use cases.
• Engage with subject matter experts and executives to address concerns and build engagement.

Skills Required:

• At least 3 years of customer-facing support in the software industry.
• At least 3 years of litigation support experience (Relativity Administrator experience preferred).
• Experience managing key accounts in a customer-facing role.
• Proven success managing complex projects independently.
• Excellent business writing and presentation skills.
• Team-oriented with a collaborative mindset.
• Enthusiasm for continuous innovation and change.

Compensation: The position offers a competitive total compensation package, including base salary, performance bonus, and long-term incentives. The salary range is $82,000 to $124,000, based on experience and qualifications.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Software Development

Relativity is committed to fair and equitable compensation practices.