Senior Manager, Customer Success Management

  • Location: Chicago
  • Department: Customer Success
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The primary responsibility of the Senior Manager, Customer Success Management of is to oversee either the Enterprise or Channel segment of the Customer Success Management Team. The Customer Success Management Team proactively supports our customers in meeting their goals through the use of the Relativity suite of products. The team is accountable for enabling product adoption and client use cases. The Senior Manager, Customer Success Management will be responsible for managing the teams that support the various coverage models for all Channel accounts and is accountable for driving customer retention and adoption from initial onboarding through renewal.

He/She will work closely with Channel Managers to share customer knowledge, understand customer strategic goals, and execute annual account plans. The Senior Manager, Customer Success Management will also work with the Relativity Solutions Group to leverage Specialists to address client needs as well as Product Management to communicate product feature needs.

Role Responsibilities

  • Work closely with Senior Leadership to continue to innovate the overall Customer Success vision
  • Continuously manage and evolve our coverage model to improve the overall customer experience
  • Evolve our processes and technology required to more effectively enable the team to manage client health
  • Identify initiatives to improve efficiency and effectiveness of the Customer Success Organization
  • Manage the team responsible for maintaining success across either the Channel or Enterprise segments
  • Assist the team to prioritize work to most effectively drive product adoption as well as mitigate renewal risk
  • Establish relationships with other internal groups to strategically address customers challenges
  • Help develop standards and best practices to ensure a consistent experience across customers
  • Identify, gather, and analyze metrics to trigger proactive customer outreach
  • Evaluate customer demand and resource capacity to allocate appropriate resources to accounts
  • Encourage the identification of upsell opportunities within current accounts
  • Interface closely with leadership in other departments in the company, including: Relativity Solutions, Sales, Product Management, Engineering, and Content
  • Develop strong relationships with customers and serve as an escalation point
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
  • Define and review employees based on a consistent set of metrics tied to a customer’s success
  • Hold regular 1:1 meetings with direct reports to evaluate performance and discuss career development

Preferred qualifications

  • RCA certification preferred

Minimum qualifications

  • 10 years of client-facing support in the software industry
  • 7 years of managing a client-facing support teams
  • 5 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
  • Proven effectiveness at building and leading high performing, customer centric teams
  • Experience utilizing metrics to make data-driven decisions
  • Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions
  • Drives collaboration across departments and functions to facilitate issue resolution
  • Strong organizational skills
  • 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

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. 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.

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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.