Customer Success Manager

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 Delivery