Customer Success Manager

Posting TypeRemote/HybridJob Overview The Customer Success Manager is the named outcome owner for a portfolio of Relativity One subscription accounts. This role operates at scale to spark growth, drive transformation, and ensure accounts arrive at renewal with a documented return on investment. Success in this role is defined by impacting KPI movement, operational discipline, and the ability to translate data signals into strategic action. Job Description and Requirements You Will Drive Adoption and Value Realization Monitor adoption continuously, translating signals into purposeful outreach and intervention Partner closely with Sales and Adoption Services to design adoption engagements Run impactful discovery conversations and presentations, connecting customer needs to our offerings and guiding customers on the path to value Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs Build an ROI narrative for each account in your portfolio, identifying and documenting Verified Outcomes You Will Manage Health, Risk, and Operational Discipline Monitor the health score for your portfolio; surface risks proactively and own remediation within defined timelines Maintain impeccable Gainsight hygiene: log signal-based interventions, track adoption milestones, and surface risks with appropriate urgency You Will Drive Scaled Impact with AI and Creative Systems Thinking Design and execute scaled tactics - digital communications, open trainings, async resources, signal-triggered outreach Use AI tools (Claude, Copilot) as a force multiplier to draft communications, build templates, analyze adoption patterns, and create compelling ROI narratives Document what works and what doesn't. Contribute learnings, tactic experiments, and playbook inputs back to the segment manager and cross-segment team

Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range for this role is between following values:$67,000 and $101,000 The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.