Senior Customer Success Manager, Service Provider

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

Job summary

A leading technology firm is seeking a Senior Customer Success Manager to support partners using their suite of products. In this role, you will create value, manage complex accounts, and work to ensure customer success. Candidates should possess strong customer-facing experience, especially in legal technology. The expected compensation ranges from $82,000 to $124,000 depending on experience.

Qualifications

• 7 years of customer-facing support in the software industry.
• 5 years of litigation support experience preferred.
• Proven success managing complex projects independently.

Responsibilities

• Create shared value for accounts using RelativityOne.
• Identify and record verified outcomes for ROI.
• Analyze customer usage to reduce renewal risk.

Skills

Customer-facing support experience

Litigation support experience

Account management expertise

Project management skills

Business writing skills

Team collaboration skills

Job description

Overview

Senior Customer Success Manager, Service Provider role at Relativity. 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 individual requirements and segment best practices. The team works with Sales to understand account health and to identify any product or contract retention risks. The Senior Customer Success Manager develops trusted-advisor relationships to drive success with our largest, most complex partners in our Service Provider segment. You will consult with each partner to align on ROI opportunities and utilization blockers each quarter. You will coordinate with teams across the business to achieve these goals and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include introducing and implementing new features, expanding to new geographies or use cases, ensuring resolution of technical issues, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity. You will also develop best practices and new playbooks based on customer trends and analyze data to identify opportunities for new processes that will accelerate success for the team. Due to the complexities of this team, we are seeking a candidate with ediscovery or legal technology experience.

Responsibilities

• Create Shared Value
• Understand the return on investment (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 loop 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 up-sell opportunities
• Pilot new repeatable playbooks and best practices before they are rolled out to the broader CSM organization
• Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers
• 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 deep, multi-threaded engagements

Qualifications

• 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 expected salary range for this role is $82,000 to $124,000. The final offered salary will be based on several factors, including but not limited to the candidate's 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 meaningful salary growth in this position.