Senior Customer Success Manager
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Job Description
Senior Customer Success Manager driving customer success and ROI using Relativity's software products with strong account management expertise. Collaborating with teams to enhance product adoption and address customer needs.
Responsibilities:
- Create Shared Value
- Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved.
- Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.
- Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI.
- Represent the customer’s voice back to Relativity, proactively utilizing “feedback loop” processes to foster a company-wide culture of customer success.
- Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities.
- Mentor and support junior team members.
- Innovate New Success Motions.
- Work with Customer Success leadership teams to help build new offerings and playbooks.
- Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers.
- Orchestrate Across Departments. Project manage complex plans, such as onboarding new products across geographies or enabling account success with non-standard use cases.
- Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.
Requirements:
- 7 years of customer-facing support in the software industry
- 5 years of litigation support experience (Relativity Administrator experience preferred)
- Expertise managing key accounts in a customer-facing role
- Experience in the software technology sector
- Proven success independently managing complex projects
- Excellent business writing and presentation skills
- Enjoy working as part of a team in a collaborative environment
- Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
Benefits:
- Competitive salary
- Flexible working hours
- Professional development opportunities
- Remote work options
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