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**_ **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  **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  **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  * 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, webinars, async resources)  **Suggested Skills:** Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery