Strategic Customer Success Manager - AI-Driven Growth & ROI

Relativity; Seattle (WA); Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to oversee a portfolio of RelativityOne subscription accounts. You will drive adoption, quantify ROI, and ensure renewals with demonstrated value.

The role emphasizes scaling strategies, AI-enabled outreach, and cross-functional collaboration with Sales and Adoption Services. Ideal candidates have 2–4 years in customer facing roles in SaaS, strong data fluency, and excellent communication.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment.
• Data fluency: interpret adoption signals, utilization trends, and health scores.
• Strong written communication using AI-powered templates but tailored for audience.
• Outcome-driven with value through targeted, time-boxed engagements.
• Operational discipline: Gainsight execution and risk surfacing.
• AI fluency: using generative AI tools to accelerate work.

Responsibilities

• Monitor adoption signals and translate into outreach and interventions.
• Partner with Sales and Adoption Services to design engagement
• Lead discovery conversations connecting customer needs to offerings and value.
• Deliver onboarding presentations and tailor advanced sessions.
• Build ROI narratives and document Verified Outcomes.
• Monitor health scores and remediate risks within timelines.
• Maintain Gainsight hygiene and track adoption milestones.
• Design scaled digital communications and trainings.
• Use AI tools to draft communications and build templates.
• Document what works and share learnings with teams.

Skills

Data fluency

Adoption strategy

Communication

Customer relationships

Customer success

Empathy

Relationship management

Retention strategies

Sales

Training delivery

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to oversee a portfolio of RelativityOne subscription accounts. You will drive adoption, quantify ROI, and ensure renewals with demonstrated value.

The role emphasizes scaling strategies, AI-enabled outreach, and cross-functional collaboration with Sales and Adoption Services. Ideal candidates have 2–4 years in customer facing roles in SaaS, strong data fluency, and excellent communication.