Strategic CSM: ROI & Growth Architect (Remote)

Relativity

Alton (IL)

Hybrid

USD 67,000 - 101,000

Full time

7 days ago

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Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscriptions, driving adoption, ROI, and renewal. You will partner with Sales and Adoption Services to design engagements, run discovery, and tailor onboarding to customer needs.

You will monitor health scores, surface risks, and maintain Gainsight hygiene while leveraging AI tools to draft communications, build templates, and scale impact across the customer base.

Qualifications

2–4 years in customer success, consulting, account management in SaaS/tech.
Demonstrated data fluency interpreting adoption signals and health trends.
Excellent written communication with AI-assisted templates and audience adaptation.
Outcome-driven with value delivery in time-boxed engagements.
Operational discipline with Gainsight-driven risk remediation.
AI fluency and ability to use AI tools to scale outputs.

Responsibilities

Drive adoption and value realization across a portfolio of RelativityOne accounts.
Monitor health scores, surface risks, and manage remediation timelines.
Design scaled, AI-assisted outreach and trainings.
Create ROI narratives and document outcomes for every account.
Collaborate with Sales and Adoption Services to design adoption engagements.
Deliver onboarding sessions and tailor advanced trainings.

Skills

Data fluency

Written communication

Outcome-driven

Operational discipline

AI fluency

Tools

Gainsight

Salesforce

Job description

You will monitor health scores, surface risks, and maintain Gainsight hygiene while leveraging AI tools to draft communications, build templates, and scale impact across the customer base.

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