Sr. Customer Success Manager, Strategic CSM Team

Relativity; Milwaukee (WI); Hybrid; USD 82,000 - 124,000; Full time

Job summary

An innovative firm is seeking a Strategic Customer Success Manager to drive success with complex accounts using its suite of products. This role involves building trusted relationships, analyzing customer data to identify ROI opportunities, and orchestrating cross-departmental collaboration to enhance customer satisfaction. The ideal candidate will have extensive experience in customer-facing roles, particularly in litigation support, and possess excellent project management and communication skills. Join a forward-thinking team committed to continuous improvement and customer success in a hybrid work environment.

Qualifications

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

Responsibilities

• Develop trusted-advisor relationships with complex accounts.
• Analyze customer usage to reduce renewal risk and identify up-sell opportunities.
• Pilot new playbooks and best practices for account success.

Skills

Customer-facing support

Litigation support

Account management

Project management

Business writing

Presentation skills

Team collaboration

Innovation

Job description

Posting Type

Hybrid/Remote

Job Overview

The Strategic 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 Strategic Customer Success Manager develops trusted-advisor relationships to drive success with our largest, most complex accounts. This specific role will work with our Service Provider and Law Firm partner accounts. 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 Strategic 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.

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 Service Delivery 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 following values:

$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.