Senior Customer Success Manager - Public Sector

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

Job summary

Relativity is seeking a Senior Customer Success Manager for the Public Sector to cultivate strong client relationships and drive product adoption. This role focuses on managing key accounts, preparing success plans, and providing strategic guidance to enhance customer satisfaction and retention through innovative solutions.

Qualifications

• At least 3 years of customer-facing support experience in the software industry.
• At least 3 years of litigation support experience (Relativity Administrator preferred).
• Proven success managing key accounts and complex projects.

Responsibilities

• Create Shared Value by building Success Plans to achieve ROI.
• Analyze customer usage to identify up-selling opportunities.
• Manage complex projects such as onboarding new products.

Skills

Customer-facing support experience

Litigation support experience

Managing key accounts

Business writing

Presentation skills

Collaborative work

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 meet these objectives. You will coordinate with teams across the business to achieve these goals and create clarity on progress, outcomes, and challenges, advocating for shared value. Goals may include introducing new features, expanding to new geographies or use cases, resolving technical issues, increasing workflow efficiency, and fostering 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 new processes to accelerate team success.

Responsibilities and Requirements

• Create Shared Value by understanding and building Success Plans to achieve ROI from RelativityOne subscriptions.
• Identify and record verified outcomes and conduct Business Reviews to align on ROI goals.
• Represent the customer’s voice internally, utilizing feedback processes to foster a customer success culture.
• Analyze customer usage and account health to reduce renewal risks and identify up-selling opportunities.
• Pilot and propose new success playbooks addressing ROI opportunities and utilization blockers.
• Manage complex projects such as onboarding new products or enabling success with non-standard use cases.
• Engage with subject matter experts and executives to address concerns and build multi-threaded engagements.

Skills Required:

• At least 3 years of customer-facing support experience in the software industry.
• At least 3 years of litigation support experience (Relativity Administrator experience preferred).
• Proven success managing key accounts and complex projects.
• Excellent business writing and presentation skills.
• Ability to work collaboratively within a team.
• Enthusiasm for innovation and driving change.

Compensation: The position offers a competitive salary range of $82,000 to $124,000, including base salary, annual bonus, and long-term incentives. The final salary depends on experience, skills, and internal pay equity.

Additional Details

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

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