Customer Success Manager

Job Overview

The Customer Success Management team partners with our customers to help them achieve measurable outcomes using the Relativity suite of products. We play a critical role in driving product adoption, demonstrating return on investment (ROI), and ensuring customers realize long-term value across their Relativity journey.

Remote/Hybrid

• Own & Grow a Portfolio of Corporate Enhanced Accounts
• Manage a dedicated book of Corporate Enhanced Tier accounts, serving as their primary Customer Success Manager
• Build trusted-advisor relationships by understanding customer goals and aligning them to the value of the Relativity platform
• Partner with Account Executives to define success plans tied to customer ROI and adoption objectives
• Conduct regular account check‑ins and Business Reviews to track progress, surface risks, and align on next steps
• Assist in designing and delivering a scaled/digital version of the adoption journey for Corporate Standard Accounts
• Support Corporate Standard Tier customers through clearly scoped adoption engagements focused on specific outcomes, rather than ongoing relationship or account management
• Provide time‑boxed, project‑based adoption guidance for Corporate Standard Tier customers when they onboard new products
• Follow all stages of the Relativity Adoption Journey, from discovery through outcome realization
• Serve as the primary point of escalation leading up to and during active Adoption Services engagements
• Clearly scope adoption efforts, align stakeholders, and ensure requests are well‑packaged for internal teams
• Drive Adoption & Outcomes
• Translate customer product interest into clear business outcomes and measurable success goals
• Monitor usage signals, adoption progress, and early friction points throughout the engagement lifecycle
• Capture and document Verified Outcomes when customers confirm ROI
• Reinforce adoption best practices by sharing documentation, learning resources, and enablement materials
• Orchestrate Cross‑Functional Engagement
• Coordinate with internal teams (Adoption Services, Product, Support, Sales) to execute adoption and success plans
• Engage subject‑matter experts as needed to unblock progress or reset expectations
• Act as a customer advocate, sharing insights and feedback to continuously improve the customer experience

• 1–3 years of experience in a customer‑facing role (Customer Success, Support, Consulting, or similar)
• Interest in developing enterprise‑level customer management and adoption skills
• Strong ability to organize work, manage projects, and follow defined processes
• Comfort translating customer needs into structured plans and clear next steps
• Excellent written and verbal communication skills

• Experience in SaaS or technology‑enabled services
• Exposure to onboarding, implementations, or adoption‑focused work
• Familiarity working cross‑functionally in a fast‑moving environment

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 $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.

• Account Management
• Active Listening
• Communication
• Customer Relationships
• Customer Success
• Empathy
• Relationship Management
• Retention Strategies
• Sales
• Training Delivery

Relativity