Your Role in Action 

• 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 of the adoption journey for Corporate Standard Accounts to: 

• 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 

Skills & 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 

Nice to Have: 

• Experience in SaaS or technology-enabled services 

• Exposure to onboarding, implementations, or adoption-focused work 

• Familiarity working cross-functionally in a fast-moving environment