Strategic CSM: ROI, Adoption & AI Growth (Remote)

Relativity; Nebraska; Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own outcomes for RelativityOne subscriptions, driving adoption, value realization, and renewal readiness. You will monitor adoption signals, craft ROI narratives, and partner with Sales and Adoption Services to design tailored engagements.

The role leverages AI tools to create scalable outreach and playbooks, with a focus on proactive risk management and cross-functional collaboration.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment.
• Demonstrated data fluency: interpret adoption signals, utilization trends, and health scores into prioritized actions.
• Strong written communication: craft clear, purposeful outreach using AI-powered templates.
• Outcome-driven with ability to deliver value through targeted, time-boxed engagements.
• Operational discipline: Gainsight execution, urgency in next steps, proactive risk surfacing.
• AI fluency: using generative AI tools to accelerate work quality and scale impact.

Responsibilities

• Drive adoption and value realization by translating signals into outreach and intervention.
• Manage health, risk, and operational discipline; monitor health scores and remediation timelines.
• Drive scaled impact with AI and creative systems thinking: design digital communications, trainings, and async resources.

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

Gainsight

Salesforce

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own outcomes for RelativityOne subscriptions, driving adoption, value realization, and renewal readiness. You will monitor adoption signals, craft ROI narratives, and partner with Sales and Adoption Services to design tailored engagements.

The role leverages AI tools to create scalable outreach and playbooks, with a focus on proactive risk management and cross-functional collaboration.