Senior Customer Success Manager, Service Provider

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

Job summary

A leading legal technology firm is seeking a Senior Customer Success Manager to support and drive success for complex Service Provider partners. Responsibilities include consulting on ROI opportunities, managing key accounts, and innovating new success motions. The role requires significant experience in customer support and project management. This position offers a competitive compensation package ranging from $82,000 to $124,000 annually.

Benefits

Competitive base salary

Annual performance bonus

Long-term incentives

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

• Drive success with complex partners through consulting.
• Analyze customer usage and account health.
• Plan and deliver Executive Business Reviews.

Skills

Customer-facing support

Litigation support

Managing key accounts

Project management

Business writing and presentation skills

Collaboration in teams

Innovation and change management

Job description

Senior Customer Success Manager, Service Provider

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.

The Senior Customer Success Manager will also develop best practices and new playbooks based on customer trends. You will analyze data and work with your manager 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.

Job Description And Requirements

Your Role in Action

• 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 any renewal risk or product churn while identifying potential up-sell opportunities
• Innovate New Success Motions
• 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
• 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 deep, 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.

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 between $82,000 and $124,000.

Relativity is an equal opportunities employer and welcomes applications from all qualified candidates.