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 Customer Success Management Team proactively supports our customers in meeting their goals using the Relativity suite of products.  The team is accountable for driving product adoption and based on the customer’s individual requirements and segment best practices. The team works closely with Sales to understand account health and to identify any product or contract retention risks and, when necessary, the pulls in necessary Relativity resources to address.

The Senior Customer Success Manager is responsible for understanding the business goals and needs of our most complex and strategic accounts. He/She creates annual account plans to document and deliver both customer and Relativity goals for each specific customer. This might include (but not limited to): onboarding new products, introducing new features, overseeing the upgrade process, ensuring the resolution of customer issues, facilitating strategic discussions around alternate uses of Relativity. 

The Senior Customer Success Manager will also be responsible for coordinating with Relativity Solutions, Sales, and Product Management to establish and deliver best practices based on customer trends and usage. 

Role Responsibilities

  • Understand customer usage and account health to proactively mitigate any renewal risk or product churn
  • Identify end-user challenges or requests and proactively connect the customer with Relativity SMEs
  • Coordinate closely with Account/Channel Managers for his/her accounts 
  • Work with Account/Channel Managers to build and execute annual Success Plans for his/her accounts
  • Work with Customer Success Management to help build new offerings and playbooks
  • Analyze data to identify trends and trigger opportunities to drive adoption with the customer
  • Assist with the implementation of processes and technology to better anticipate and identify customer issues
  • Help develop standards and best practices to by product and customer segment
  • Identify potential upsell opportunities within current accounts 
  • Provide oversight to complex initiatives, such as new product configuration/onboarding, upgrades, etc.
  • Participate in customer meetings, including Quarterly Business Reviews 
  • Interface closely with other departments in the company including: Executive Leadership, Relativity Solutions Group, Sales, Product Management, and Engineering 
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
  • Mentor and support more junior team members

Preferred qualifications:

  • RCA certification preferred

Minimum qualifications:

  • 7 years of customer-facing support in the software industry
  • 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 
  • Listens to customers, identifies business process pains, and recognizes opportunities 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.