Customer Success Manager
What Relativity Has to Offer:
Work Location Eligibility
This position is open to candidates based in the following locations:
Job details
Posting Type
Remote/Hybrid
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.This role is a hybrid Customer Success position that combines ownership of a small set of Corporate Enhanced Tier accounts with structured, project-based adoption support for Corporate Standard Tier customers.
Job Description and Requirements
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
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:
$67,000 and $101,000The 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.
Required Skills:
Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery