Posting Type

Remote/Hybrid

Job Overview

The Customer Success Management team partners with our customers to help them achieve measurable outcomes using the Relativity suite of products. We play a critical role in driving product adoption, demonstrating return on investment (ROI), and ensuring customers realize long-term value across their Relativity journey.

This role is a hybrid Customer Success position that combines ownership of a small set of Corporate Enhanced Tier accounts with structured, project-based adoption support for Corporate Standard Tier customers.

Job Description and Requirements

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

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$67,000 and $101,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills:

Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery

Relativity

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