Strategic Customer Success Manager - AI-Driven Adoption (Remote)

Relativity; Louisiana; 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, renewal readiness, and ROI through data-informed actions. You will work across Sales, Adoption Services, and product teams to design engagements, deliver onboarding, and craft compelling ROI narratives.

You will monitor health signals, maintain Gainsight hygiene, and proactively surface risks while leveraging AI tools to draft communications, build templates, and scale impact

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in SaaS/tech
• Demonstrated data fluency interpreting adoption signals, utilization trends, and health scores
• Strong written communication that uses AI-powered templates but adapts to audience needs
• Outcome-driven with the ability to deliver value through targeted, time-boxed engagements
• Operational discipline with reliable Gainsight execution and proactive risk surfacing
• AI fluency: using generative AI to accelerate work quality and scale impact

Responsibilities

• You will Drive Adoption and Value Realization by monitoring adoption signals and translating them into outreach actions
• Partner with Sales and Adoption Services to design adoption engagements
• Lead discovery conversations linking customer needs to Relativity offerings and guide value realization
• Deliver customized onboarding and create advanced sessions tailored to customer needs
• Build ROI narratives and document Verified Outcomes for each account
• You will Manage Health, Risk, and Operational Discipline by monitoring health scores and surfacing risks
• Maintain Gainsight hygiene: log interventions, track milestones, and escalate risks as needed
• You will Drive Scaled Impact with AI and Creative Systems Thinking through digital comms, trainings, and templates
• Use AI tools (Claude, Copilot) to draft communications, analyze adoption patterns, and create ROI narratives
• Document learnings, run tactic experiments, and share playbooks with teams

Skills

Account Management

Active Listening

Communication

Customer Relationships

Customer Success

Empathy

Relationship Management

Retention Strategies

Sales

Training Delivery

AI fluency

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own outcomes for RelativityOne subscriptions, driving adoption, renewal readiness, and ROI through data-informed actions. You will work across Sales, Adoption Services, and product teams to design engagements, deliver onboarding, and craft compelling ROI narratives.

You will monitor health signals, maintain Gainsight hygiene, and proactively surface risks while leveraging AI tools to draft communications, build templates, and scale impact