Relativity is hiring a Senior Customer Success Manager to support our eDiscovery customers in meeting their goals using our suite of products. You will guide overall value and product adoption, understand and mitigate retention risks, and advocate for shared success between our customers and Relativity.
What You'll Do
- Create Success Plans with Account Executives to ensure customers achieve expected ROI from their RelativityOne subscription.
- Identify and record 'Verified Outcomes' when ROI is confirmed by the account.
- Plan and deliver Executive Business Reviews to align leadership on achieved and targeted ROI.
- Represent the customer’s voice back to Relativity, proactively utilizing feedback loop processes.
- Analyze customer usage and account health to reduce renewal risk or product churn and identify potential up-sell opportunities.
- Mentor and support junior team members.
- Work with Customer Success leadership to help build new offerings and playbooks.
- Propose and create new repeatable playbooks to address ROI opportunities and utilization blockers.
- Project manage complex plans, such as onboarding new products across geographies or enabling success with non-standard use cases.
- Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.
What We're Looking For
- 7 years of customer-facing support in the software industry.
- 5 years of litigation support experience.
- 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.
Nice to Have
- Relativity Administrator experience.
Work Mode
This is a fully remote position.
Relativity is an equal opportunity employer.
