Senior Customer Success Manager - eDiscovery

  • Location: Australia
  • Department: Relativity Service Delivery
  • Work Status: Full-time


Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements?

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

The Senior Customer Success Manager will also coordinate with Relativity Customer & Technical Enablement teams, Sales, Support, Engineering and Product Management to establish and provide best practices based on customer trends and us.

Your Role In Action

  • Understand customer usage and account health to reduce any renewal risk or product churn
  • Identify end-user challenges or requests and connect the customer with Relativity SMEs
  • Coordinate with Account Executives for your accounts
  • Work with Account Executives & customer to build success plans, establish critical goals, to aid the customer in achieving their objectives.
  • Work with Customer Success leadership teams to help build new offerings and playbooks
  • Analyze data to identify trends and trigger opportunities to promote adoption with the customer
  • Cement yourself as a trusted advisor/strategic advisor with customers and drive the continued value of our products and services.
  • Act as the voice of the customer internally to advocate customer’s needs.
  • Help implement processes and technology to better identify customer issues
  • Help develop best practices by product and customer segment
  • Identify potential up-sell opportunities within current accounts and work with your Account Executives to create a strategic approach
  • Provide oversight to complex plans, such as new product configuration/onboarding, and upgrades
  • Plan and participate in customer meetings, including Executive Business Reviews, monthly status & commercial calls as required
  • Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with internal teams to proactively remediate issues as they are identified.
  • Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.
  • Ability to take ownership of projects internally which will have an impact to our ongoing processes regionally & globally.
  • Work with other departments in the company including Executive Leadership, Relativity Enablement Group, Sales, Product Management, and Engineering
  • Be an internal customer advocate working with leadership to foster a company-wide culture of customer success
  • Mentor and support junior team members

Your Skills

  • 8 years of customer-facing experience in the software industry
  • 4+ years of eDiscovery and/or litigation support experience
  • Bachelor’s Degree or relevant experience required
  • 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
  • Excellent in business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
  • Expertise managing large accounts in a customer-facing role
  • Address tactical issues and maintain a long-term strategic vision
  • Listen to customers, identify business process pains, and recognize opportunities provide the best possible solutions
  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
  • Drive collaboration across departments and functions to facilitate issue resolution
  • Enjoy working as part of a team in a collaborative environment
  • Experience in the software technology sector
  • Up to 25% travel

About Relativity

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Unlimited time off
Long-term incentive program
Training investment program

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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