Strategic Customer Success Manager — ROI & AI Growth (Remote)

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

Job summary

Relativity is seeking a Customer Success Manager to own outcomes for RelativityOne subscription accounts, driving adoption and ROI through scalable, data-driven actions.

You will monitor adoption signals, lead discovery conversations, and collaborate with Sales and Adoption Services to map customer needs to offerings. AI tools and Gainsight-like processes are emphasized to accelerate impact.

Qualifications

• 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in SaaS/tech.
• Ability to interpret adoption signals, utilization trends, and health scores into prioritized actions.
• Strong written communication with AI-powered template fluency but audience-appropriate.
• Outcome-driven with value delivery through time-boxed engagements.
• Operational discipline: Gainsight execution and proactive risk surfacing.
• AI fluency: using generative AI tools to accelerate work quality and scale impact.

Responsibilities

• Monitor adoption, translating signals into outreach and intervention.
• Partner with Sales and Adoption Services to design adoption engagements.
• Lead discovery conversations and map customer needs to offerings to achieve value.
• Deliver customized onboarding and coordinate cross-team sessions for customers.
• Build ROI narratives and document Verified Outcomes for each account.
• Monitor health scores, surface risks, and drive remediation on timelines.
• Maintain Gainsight hygiene: log interventions and adoption milestones.
• Design scalable tactics: digital communications, trainings, async resources.
• Use AI tools to draft communications, build templates, and analyze adoption patterns.
• Document what works and share learnings with the segment team.

Skills

Account Management

Active Listening

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 own outcomes for RelativityOne subscription accounts, driving adoption and ROI through scalable, data-driven actions.

You will monitor adoption signals, lead discovery conversations, and collaborate with Sales and Adoption Services to map customer needs to offerings. AI tools and Gainsight-like processes are emphasized to accelerate impact.