Customer Success Manager

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