Customer Success Manager

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,…