Customer Success Manager

Posting Type

Hybrid

Job Overview

The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.  

Job Description and Requirements

Your Role in Action 

• Drive Customer Success

• Develop trusted-advisor relationships with our Law Firm accounts to understand their goals and align them with the value proposition of our Relativity suite of products. 

• Consult with each account on return on investment (ROI) opportunities and utilization blockers, and collaboratively build success plans to ensure their desired outcomes are achieved. 

• Coordinate with cross-functional teams to execute the Success Plans, monitor progress, and address any challenges. 

• Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.  

• Create Shared Value

• Understand the ROI expectations of our Law Firm accounts and collaborate with Account Executives to build success plans that deliver on these expectations.  

• Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account. 

• Act as the voice of the customer within the company, providing feedback and insights to foster a culture of customer success.  

• Regularly analyze customer usage and account health to mitigate renewal risks, reduce product churn, and identify up-sell opportunities 

• Orchestrate Across Departments

• Project manage complex plans, such as new product configurations and onboardings.  

• Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements 

Your Skills 

• 3+ years of customer-facing support in the software industry 

• Expertise managing accounts in a customer-facing role  

• Experience in the software technology sector 

• Ability to address tactical issues while maintaining a long-term strategic vision 

• Excellent business writing and presentation skills 

• Great team player with the ability to thrive in a collaborative environment 

• Ability to actively listen to customers, identify pain points in their business processes, and provide effective solutions. 

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