TL;DR
Senior Customer Success Manager (Ediscovery): Supporting customers in achieving their goals and maximizing value from the Relativity product suite with an accent on driving ROI, product adoption, and retention. Focus on creating shared value through strategic planning, orchestrating cross-departmental efforts, and innovating new success motions.
Location: Remote (Australia)
Company
Relativity supports customers in meeting their goals using the Relativity suite of products for ediscovery.
What you will do
- Understand and ensure customers achieve expected ROI from their RelativityOne subscription.
- Identify and record “Verified Outcomes” and deliver Executive Business Reviews.
- Represent customer feedback to Relativity to foster a company-wide culture of customer success.
- Regularly analyze customer usage and account health to mitigate renewal risk and identify potential upsell opportunities.
- Collaborate with Customer Success leadership to build new offerings and repeatable playbooks.
- Project manage complex plans like onboarding new products or enabling non-standard use cases.
Requirements
- 7+ years of customer-facing support experience in the software industry.
- 5+ years of litigation support experience (Relativity Administrator experience preferred).
- Expertise managing key accounts in a customer-facing role.
- Proven success independently managing complex projects.
- Strong consulting and project management skills.
- Excellent business writing and presentation skills.