.png){kind=logo}
Posting Type
Remote/Hybrid
Job Overview
The Customer Success Manager is the named outcome owner for a portfolio of RelativityOne 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
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
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
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
What We're Looking For
2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment
Demonstrated data fluency: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action
Strong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptation
Outcome-driven and able to deliver value through targeted, time-boxed engagements
Operational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacing
AI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impact
Preferred
Experience in legal technology, eDiscovery, compliance workflows, or regulated industries
Familiarity with Gainsight, Salesforce, or equivalent CS platforms
Experience designing or running scaled digital customer programs (newsletters, webinars, async resources)
Suggested Skills:
Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training DeliverySkills Required
- 2-4 years of experience in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment
- Ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action
- Strong written communication and ability to adapt AI-generated templates to different audiences
- Outcome-driven approach and ability to deliver value through targeted, time-boxed engagements
- Operational discipline, including reliable Gainsight execution and proactive risk surfacing
- Fluency and comfort using generative AI tools to accelerate work quality and scale impact
- Experience in legal technology, eDiscovery, compliance workflows, or regulated industries
- Familiarity with Gainsight, Salesforce, or equivalent customer success platforms
- Experience designing or running scaled digital customer programs
Relativity Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Relativity and has not been reviewed or approved by Relativity.
-
Leave & Time Off Breadth — Time off options include discretionary time off and two company‑wide breaks each year, providing additional recharge time.
-
Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision plans, telehealth access, and wellness resources such as a Headspace subscription.
-
Parental & Family Support — North America offers up to 12 weeks of fully paid parental leave, with comparable regional programs in EMEA and APAC.
Relativity Insights
What We Do
At Relativity, we build innovative and comprehensive tools for making sense of unstructured data. When more people can find the facts in mountains of documents, emails, and texts, more legal and data-centric matters can be resolved equitably. Join us in our mission to help our customers organize data, discover the truth, and act on it. Relativity makes software to help users organize data, discover the truth and act on it. Its SaaS product, RelativityOne, manages large volumes of data and quickly identifies key issues during litigation and internal investigations. Relativity has more than 300,000 users in approximately 40 countries serving thousands of organizations globally primarily in legal, financial services and government sectors, including the U.S. Department of Justice and 198 of the Am Law 200. Relativity does not tolerate racism or discrimination of any kind. We do not accept unfair treatment of any person or group of people. We’re committed to advocating for change to make our world a more inclusive, just place.
Why Work With Us
We believe in our team members and we want to help you own your career as part of a community of values-driven people who help customers around the world solve complex data challenges. At Relativity, you’ll take on challenging work, but you’ll also partner with talented colleagues and pursue plenty of learning and development opportunities.
Gallery
