Customer Success Manager

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.

Remote/Hybrid

• 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 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

• 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

• 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 $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.

• Account Management
• Active Listening
• Communication
• Customer Relationships
• Customer Success
• Empathy
• Relationship Management
• Retention Strategies
• Sales
• Training Delivery