Strategic CSM - AI-Powered Growth (Remote)

Relativity; Kansas City (MO); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is hiring a Customer Success Manager to own a portfolio of RelativityOne accounts and drive adoption, ROI, and renewal value. You will design scalable engagement tactics and partner with Sales to deliver measurable outcomes.

The role emphasizes data fluency, AI-enabled outreach, and cross-functional coordination. You will monitor health, manage risks, and craft ROI narratives for customers, using Gainsight to track milestones and ensure successful renewals in a dynamic SaaS

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or similar role in SaaS/tech.
• Strong data fluency: interpret adoption signals and health scores.
• Excellent written communication using AI templates but tailored to audience.
• Outcome-driven with targeted, time-boxed engagements.
• Operational discipline with Gainsight and timely risk signaling.
• AI fluency: comfortable using generative AI to accelerate work.

Responsibilities

• Monitor adoption continuously and translate signals into outreach and intervention.
• Design adoption engagements with Sales and Adoption Services.
• Lead discovery conversations linking customer needs to offerings and guiding value realization.
• Deliver customized onboarding and tailor advanced sessions for customers.
• Build ROI narratives and document Verified Outcomes for each account.
• Monitor health score, surface risks, and manage remediation within timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, surface risks.
• Design scaled tactics: digital communications, trainings, async resources, signal-triggered outreach.
• Use AI tools to draft communications, build templates, analyze adoption patterns, and craft ROI narratives.
• Document what works and share learnings with the segment manager.

Skills

Account Management

Communication

Customer Relationships

Retention Strategies

AI fluency

Outcome-driven

Tools

Gainsight

Salesforce

Claude

Copilot

Job description

Relativity is hiring a Customer Success Manager to own a portfolio of RelativityOne accounts and drive adoption, ROI, and renewal value. You will design scalable engagement tactics and partner with Sales to deliver measurable outcomes.

The role emphasizes data fluency, AI-enabled outreach, and cross-functional coordination. You will monitor health, manage risks, and craft ROI narratives for customers, using Gainsight to track milestones and ensure successful renewals in a dynamic SaaS