Senior Customer Success Manager - Public Sector

Relativity; Maryland; Remote; USD 82,000 - 124,000; Full time

Job summary

A leading software development company is looking for a Senior Customer Success Manager focused on the Public Sector. The role involves building trusted relationships with key accounts, driving product adoption, and collaborating across teams to ensure customer success while developing new strategies to enhance service efficiency. Ideal candidates will have extensive customer-facing experience in the software industry and a passion for innovation.

Qualifications

• 3+ years in customer-facing support in the software industry.
• 3+ years of litigation support experience preferred.
• Experience managing key accounts.

Responsibilities

• Develop trusted-advisor relationships with accounts in Public Sector.
• Create Success Plans and record verified outcomes.
• Analyze customer usage to identify upselling opportunities.

Skills

Customer-facing support

Litigation support

Project management

Business writing

Team collaboration

Innovation

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

The Senior Customer Success Manager develops trusted-advisor relationships to drive success with our largest, most complex accounts, specifically within the Public Sector. You will consult with each account to identify ROI opportunities and utilization blockers, building annual success plans to achieve these objectives. You will coordinate with teams across the business to meet these goals and create clarity on progress, outcomes, and challenges while advocating for shared value. Goals may include introducing new features, expanding to new geographies or use cases, resolving technical issues, increasing efficiency, and orchestrating multi-threaded engagement between the customer and Relativity.

The role also involves developing best practices and new playbooks based on customer trends, mentoring colleagues, analyzing data, and working with your manager to identify opportunities for process improvements.

Responsibilities

• Create Shared Value: Understand ROI expectations, build Success Plans, and record verified outcomes.
• Conduct Business Reviews to align on ROI achievements and targets.
• Represent the customer’s voice to Relativity, utilizing feedback processes to foster customer success.
• Analyze customer usage and account health to reduce renewal risks and identify upselling opportunities.
• Innovate New Success Motions: Pilot and create new playbooks for ROI opportunities and utilization blockers.
• Coordinate Across Departments: Manage complex projects, onboard new products, and enable success with non-standard use cases.

Required Skills

• 3+ years of customer-facing support in the software industry.
• 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 approach.
• Enthusiasm for innovation and driving change within the business.

Compensation: The role offers a total compensation package including a competitive base salary, annual 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
• Job function: Other
• Industries: Software Development