Senior Customer Success Manager

Posting Type

Remote

Job Overview

The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team guides overall value and product adoption based on the customer’s individual requirements and segment best practices. The team works with Sales to understand account health and to identify any product or contract retention risks. The Senior Customer Success Manager understands the goals and needs of our customers. You will create annual account plans to document and provide both customer and Relativity goals for each specific customer. You will coordinate with teams across the business to achieve these goals and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include: introducing and implementing new features, expanding to new geographies or use cases, ensuring resolution of technical issues, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.

Job Description and Requirements

Your Role in Action 

• Create Shared Value 

• Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved. 

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

• Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI 

• Represent the customer’s voice back to Relativity, proactively utilizing “feedback loop” processes to foster a company-wide culture of customer success 

• Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities 

• Mentor and support junior team members 

• Innovate New Success Motions 

• Work with Customer Success leadership teams to help build new offerings and playbooks. 

• Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers

• Orchestrate Across Departments 

• Project manage complex plans, such as onboarding new products across geographies or enabling account success with non-standard use cases.

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

Your Skills 

• 7 years of customer-facing support in the software industry 

• 5 years of litigation support experience (Relativity Administrator experience preferred) 

• Expertise managing key accounts in a customer-facing role

• Experience in the software technology sector 

• Proven success independently managing complex projects 

• Excellent business writing and presentation skills 

• Enjoy working as part of a team in a collaborative environment 

• Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth 

Suggested Skills:

Account Management, Collaboration, Communication, Customer Advocacy, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, Strategic Planning