Senior Customer Success Manager, Service Provider

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

Job summary

A leading software company is seeking a Senior Customer Success Manager to drive value and product adoption with complex partners. This role involves consulting with partners on ROI opportunities, creating success plans, and managing executive business reviews. The ideal candidate has 7+ years in customer-facing roles, especially in the software sector. Competitive compensation is offered, including a base salary and performance bonus. The expected salary range is $82,000 to $124,000.

Qualifications

• 7 years of customer-facing support in the software industry.
• 5 years of litigation support experience preferred.
• Expertise managing key accounts in a customer-facing role.
• Proven success in managing complex projects independently.
• Excellent business writing and presentation skills.

Responsibilities

• Create Shared Value and understand ROI expectations.
• Identify and record verified outcomes for accounts.
• Plan and deliver Executive Business Reviews.
• Represent partner's voice back to the company.
• Analyze customer usage to reduce renewal risk.

Skills

Customer-facing support

Litigation support experience

Managing key accounts

Software technology sector

Project management

Business writing

Team collaboration

Innovation

Job description

Overview

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 the Service Provider segment. You will consult with each partner to align on ROI opportunities and utilization blockers each quarter, coordinate with teams across the business, and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value.

Posting Type Remote/Hybrid

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 using 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
• 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

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 and Benefits

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.

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.

Additional Details

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Software Development