Strategic Customer Success Manager - ROI & Adoption

Relativity; New Jersey; Hybrid; USD 67,000 - 101,000; Full time

Job summary

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts. You will drive adoption, deliver value, and guide renewals with a documented ROI, translating data signals into strategic action.

You will monitor health, partner with Sales to design engagements, and leverage AI tools to scale communications and ROI narratives while maintaining disciplined customer success operations.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS environment.
• Ability to interpret adoption signals, utilization trends, and health scores into prioritized action.
• Strong written communication with AI-powered templating and audience adaptation.
• Outcome-driven with the ability to deliver value through targeted engagements and disciplined execution.
• Experience using AI tools to accelerate work quality and scale impact.

Responsibilities

• Monitor adoption and translate signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations to connect customer needs to offerings and guide customers to value.
• Deliver onboarding presentations and tailor advanced sessions to customer needs.
• Build ROI narratives and document Verified Outcomes for each account.
• Monitor health score, surface risks, and drive remediation within timelines.
• Maintain Gainsight hygiene: log interventions, track milestones, and surface risks with urgency.
• Design scaled tactics using digital communications, trainings, and async resources.
• Use AI tools to draft communications, build templates, analyze adoption, and create ROI narratives.
• Document learnings and contribute playbooks to the segment team.

Skills

Customer Success

Data fluency

Written communication

Outcome orientation

Operational discipline

AI fluency

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Customer Success Manager to own a portfolio of RelativityOne subscription accounts. You will drive adoption, deliver value, and guide renewals with a documented ROI, translating data signals into strategic action.

You will monitor health, partner with Sales to design engagements, and leverage AI tools to scale communications and ROI narratives while maintaining disciplined customer success operations.