Posting TypeRemote/HybridJob OverviewThe 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 RequirementsDrive Adoption and Value RealizationMonitor adoption continuously, translating signals into purposeful outreach and interventionPartner closely with Sales and Adoption Services to design adoption engagementsRun impactful discovery conversations and presentations, connecting customer needs to our offerings and guiding customers on the path to valueDeliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needsBuild an ROI narrative for each account in your portfolio, identifying and documenting Verified OutcomesManage Health, Risk, and Operational DisciplineMonitor the health score for your portfolio; surface risks proactively and own remediation within defined timelinesMaintain impeccable Gainsight hygiene: log signal-based interventions, track adoption milestones, and surface risks with appropriate urgencyDrive Scaled Impact with AI and Creative Systems ThinkingDesign and execute scaled tactics - digital communications, open trainings, async resources, signal-triggered outreachUse AI tools (Claude, Copilot)



as a force multiplier to draft communications, build templates, analyze adoption patterns, and create compelling ROI narrativesDocument what works and what doesn't .
Contribute learnings, tactic experiments, and playbook inputs back to the segment manager and cross-segment teamWhat We're Looking For2-4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environmentDemonstrated data fluency: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized actionStrong written communication: able to craft transparent, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptationOutcome-driven and able to deliver value through targeted, time-boxed engagementsOperational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacingAI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impactPreferredExperience in legal technology, eDiscovery, compliance workflows, or regulated industriesFamiliarity with Gainsight, Salesforce, or equivalent CS platformsExperience designing or running scaled digital customer programs (newsletters, webinars, async resources)Suggested SkillsAccount ManagementActive ListeningCommunicationCustomer RelationshipsCustomer SuccessEmpathyRelationship ManagementRetention StrategiesSalesTraining Delivery
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📌 Customer Success Manager (Victoria)
🏢 Relativity ODA
📍 Victoria