What Relativity Has to Offer: Relativity's software helps users organize data and quickly identify key issues during litigation, internal investigations, and compliance projects. They offer their employees great benefits like:
What Relativity Has to Offer: Job Type
Full Time
Job Details
Posting Type
Remote/Hybrid
Job Overview
The Strategic Customer Success Management Team supports our partners in meeting their goals using the Relativity suite of products. The team guides overall value and product adoption based on the customer's individual requirements and segment best practices. The team works with Sales to understand account health and to identify any product or contract retention risks.The Strategic Customer Success Manager develops trusted-advisor relationships to drive success with our largest, most complex accounts. This specific role will work with our Service Provider and Law Firm partner accounts. You will consult with each partner to align on ROI opportunities and utilization blockers each quarter. You will coordinate with teams across the business to achieve these goals and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include introducing and implementing new features, expanding to new geographies or use cases, ensuring resolution of technical issues, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.
The Strategic Customer Success Manager will also develop best practices and new playbooks based on customer trends. You will analyze data and work with your manager to identify opportunities for new processes that will accelerate success for the team.
Job Description and Requirements
Your Role in Action听
Create Shared Value听
Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive and Service Delivery Manager, build Success Plans to ensure this ROI is achieved.听
Identify and record 鈥淰erified Outcomes鈥� (wins) when ROI is confirmed by the account.听
Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI听
Represent the partner鈥檚 voice back to Relativity, proactively utilizing 鈥渇eedback loop鈥� processes to foster a company-wide culture of customer success听
Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities听
Innovate New Success Motions听
Pilot new repeatable playbooks and best practices before they are rolled out to the broader CSM organization听
Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers听听
Orchestrate Across Departments听
Project manage complex plans, such as onboarding new products across geographies or enabling account success with non-standard use cases.听听
Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements听
Your Skills听
7 years of customer-facing support in the software industry听
5 years of litigation support experience (Relativity Administrator experience preferred)听
Expertise managing key accounts in a customer-facing role听听
Experience in the software technology sector听
Proven success independently managing complex projects听
Excellent business writing and presentation skills听
Enjoy working as part of a team in a collaborative environment听
Enthusiasm to continuously innovate in service of our partners and be a change agent within the business.听听
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:
$82,000 and $124,000The 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.听
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