Senior Customer Success Manager

Job Overview

The Customer Success Management Team supports customers 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 Senior Customer Success Manager understands the goals and needs of customers. You will create annual account plans to document and provide both customer and Relativity goals for each specific customer. 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.

Key Responsibilities

• Create Shared Value: Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and build Success Plans to ensure this ROI is achieved
• Identify and record Verified Outcomes when ROI is confirmed by the account
• Introduce and implement new features for customers
• Expand to new geographies or use cases
• Ensure resolution of technical issues
• Increase efficiency with new workflows
• Orchestrate meaningful multi-threaded engagement between the customer and Relativity