Customer Success Manager

  • Location: Remote Australia
  • Department: Customer Success
  • Work Status: Full-time

Overview

We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it.  The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.

The primary responsibility of the Customer Success Manager (CSM) is to serve as a customer’s central point of contact accountable for the day-to-day end-user product experience. The CSM will monitor product usage and adoption, proactively support customers, and ensure successful customer onboarding and upgrades. With an in-depth knowledge of their business, the CSM will create customized success plans to help customers meet their objectives. Ultimately, this group is accountable for customer retention from initial sale through renewals.
 
The Customer Success Manager team also works closely with Account Managers on shared accounts to share knowledge and align strategic customer goals. They also work with Relativity Solutions and leverage Specialists to address customer challenges as well as Product Management to communicate product feature needs.

Responsibilities

  • Manage a set of accounts to understand customer health and satisfaction
  • Monitor product usage to understand and drive product adoption
  • Analyze data and identify metrics to trigger proactive customer outreach
  • Work with Account Manager to maintain positive renewal health
  • Monitor customer-related activities (e.g. customer onboarding, upgrades, etc.) 
  • Develop relationships with customers and serve as an escalation point for issues
  • Identify potential upsell opportunities within current accounts and escalate to the Account Manager
  • Build relationships and coordinate with other groups across Relativity to proactively connect SMEs with customers
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

Minimum Qualifications

  • 5 years of customer-facing support in the software industry
  • Bachelor’s Degree
  • 3 years of eDiscovery and/or litigation support experience
  • Expertise managing large, complex accounts in a customer facing role
  • Ability to address tactical issues as well as maintain a long-term strategic vision
  • Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions
  • Strong analytics, organizational, and project management skills
  • Ability to “think outside of the box” to creatively address customer challenges and needs as needed
  • Enjoys working as part of a team in a collaborative environment
  • Effective and professional communication skills
  • Experience in the software technology sector
  • Enjoys working as part of a team in a collaborative environment

Preferred Qualifications

  • RCA certification

About Relativity

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.   We understand career choices are a big decision, and we thank you for considering Relativity.   All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

How We #ActOnIt