JobsCustomer Success ManagerUnited KingdomCustomer Success Manager
Relativity
Posted yesterday
Customer Success Manager
Relativity · Winnipeg, Manitoba, Canada · also Paris, Ile-de-France, France, Carapichaima, Couva-Tabaquite-Talparo, Trinidad and Tobago, Great Sankey, England, United Kingdom
In short
The Customer Success Manager will manage a portfolio of subscription accounts to drive adoption, ensure return on investment, and proactively mitigate risks. They will utilize AI tools and operational data to execute scaled engagement strategies and deliver customized onboarding experiences.
What they're looking for
MUST-HAVE SKILLS
ALSO MENTIONED
Candidates should have 2–4 years of experience in Customer Success, Consulting, or Account Management within a SaaS environment. Strong data fluency, operational discipline, and proficiency with AI tools and CS platforms like Gainsight are required.
About Relativity
WEBSITE
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Questions about this role
- Is this Relativity role remote?
- Tagged hybrid.
- What does it pay?
- The posting lists $67,000–$101,000 a year.
- Does it sponsor visas?
- Listed as no visa sponsorship.
- What experience does it ask for?
- Listed as 2-5 years.
The posting, in full
Remote/Hybrid 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.
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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
You Will 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
You Will 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
You Will 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 Qualifications
- 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)
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 $101,000
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. 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