Posting Type
Remote/Hybrid
Job Overview
Relativity's Success Operations team drives strategy, planning, and execution for the company’s post-sale Customer Success organization. We are trusted thought and execution partners to department leadership, working closely with them to shape and deliver functional strategies that drive value for our customers and internal teams.As part of this team, the Program Manager, Success Operations will play a key role in managing and evolving our Success Tiers program — Relativity’s tiered service model for post-sale customer engagement. Reporting to the Manager, Success Strategy and Business Operations, you’ll collaborate with cross-functional stakeholders to turn strategy into action, ensure consistent delivery of our services, and help drive operational excellence. You’ll act as a strategic thought partner and trusted program owner — supporting both vision and execution for one of our most critical customer-facing programs.
Job Description and Requirements
Core duties of the role
Serve as a strategic thought partner to Success leadership by supporting the planning, alignment, and execution of the Success Tiers program.
Own day-to-day program operations, including onboarding coordination, deal tracking, SOP maintenance, capacity planning, and performance reporting.
Translate strategic goals into executional workstreams, collaborating with cross-functional teams to operationalize new tier-related initiatives.
Maintain clear and consistent internal documentation to ensure teams understand and deliver on our tiered service offerings.
Build and continuously improve delivery tools such as trackers, templates, and process workflows that support scalable service execution.
Track key program metrics (e.g., adoption, retention, satisfaction) and use insights to inform decisions, iterate on offerings, and support strategic planning.
Develop polished, executive-ready materials that summarize program performance, risks, and opportunities to leadership.
Qualifications
3–5 years of experience in program management, customer success operations, or professional services, ideally within a SaaS or technology environment.
Demonstrated ability to manage complex, cross-functional initiatives from concept through execution.
Strong business acumen and critical thinking skills; able to contribute meaningfully to strategic discussions while managing tactical details.
Clear and confident communicator who can engage with both frontline and executive stakeholders.
Analytical and detail-oriented, with a mindset for continuous improvement and structured problem solving.
Experience with tools such as Salesforce, Gainsight, Asana, Jira, and Excel.
Bonus: Background in consulting, post-sale strategy, or operational design for customer-facing programs.
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:
$119,000 and $179,000The 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.
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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.
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