Customer Success Manager

Your Role in Action

• Own & Grow a Portfolio of Corporate Enhanced Accounts

• Manage a dedicated book ofCorporate 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

• Assistin designing and delivering ascaled/digitalversion of theof the adoption journey for Corporate Standard Accounts to:

• Support Corporate Standard Tier customers through clearly scoped adoption engagements focused on specific outcomes, rather than ongoingrelationshipor account management.

• Provide time-boxed, project-based adoptionguidancefor Corporate Standard Tier customers whentheyonboard 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

• Translatecustomer 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 improvethe customerexperience

Skills & 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

Nice to Have:

• Experience in SaaS or technology-enabled services

• Exposure to onboarding, implementations, or adoption-focused work

• Familiarity working cross-functionally in a fast-moving environment