Senior Customer Success Manager, Service Provider

Relativity; Arkansas; On-site; USD 82,000 - 124,000; Full time

Job summary

A technology firm specializing in legal tech is seeking a Senior Customer Success Manager to develop trusted relationships with partners, ensure ROI, and manage complex projects. Candidates should have significant experience in customer support and litigation. Compensation includes a competitive salary range of $82,000 to $124,000, with opportunities for long-term incentives.

Qualifications

• 7 years of customer-facing support in the software industry.
• 5 years of litigation support experience.
• Expertise managing key accounts in a customer-facing role.

Responsibilities

• Create shared value with customers using RelativityOne.
• Identify and record verified outcomes for accounts.
• Plan and deliver Executive Business Reviews.

Skills

Customer-facing support experience

Litigation support experience

Managing key accounts

Project management

Business writing and presentation skills

Job description

Overview

The Senior Customer Success Manager for the Service Provider segment develops trusted-advisor relationships to drive success with our largest, most complex partners. You will consult with each partner to align on ROI opportunities and utilization blockers each quarter, coordinating with cross-functional teams to achieve goals, create clarity on progress, outcomes, and challenges, and advocate for shared value.

The Service Provider Customer Success Management Team supports our partners in meeting their goals using the Relativity suite of products. The team guides overall value and product adoption based on the customer\'s requirements and segment best practices. The team works with Sales to understand account health and to identify any product or contract retention risks. Due to the complexities of this team, we are seeking a candidate with ediscovery or legal technology experience.

Job Description And Requirements

Your Role in Action

• Create Shared Value
• Understand the ROI your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive and Technical Account Manager, build Success Plans to ensure this ROI is achieved.
• Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.
• Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI
• Represent the partner’s voice back to Relativity, proactively utilizing feedback processes to foster a company-wide culture of customer success
• Regularly analyze customer usage and account health to reduce renewal risk or product churn while identifying potential upsell opportunities
• Innovate New Success Motions
• Pilot new repeatable playbooks and best practices before broader rollout
• Propose and create new repeatable playbooks to address ROI opportunities and utilization blockers
• Orchestrate Across Departments
• Project manage complex plans such as onboarding new products across geographies or enabling account success with non-standard use cases
• Engage accounts with Relativity subject matter experts and executives to address concerns and build multi-threaded engagements

Your Skills

• 7 years of customer-facing support in the software industry
• 5 years of litigation support experience (Relativity Administrator experience preferred)
• Expertise managing key accounts in a customer-facing role
• Experience in the software technology sector
• Proven success independently managing complex projects
• Excellent business writing and presentation skills
• Enjoy working as part of a team in a collaborative environment
• Enthusiasm to continuously innovate in service of our partners and be a change agent within the business

Compensation

Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives. The salary range is $82,000 to $124,000. The final offered salary will be based on factors including depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical to allow for future salary growth.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Software Development

Location: Arkansas, United States