Customer Success Manager
发布类型远程/混合工作概述 客户成功经理是 RelativityOne 订阅账户组合的命名结果所有者。这个角色在规模上运作，以刺激增长，推动转变，并确保帐户获得记录投资回报的更新。该职位中的成功是由影响 KPI 运动，操作纪律和将数据信号转化为战略行动的能力定义的。工作描述和要求驱动采用和价值实现 ·持续监测采用，将信号转化成有目的的接触和干预 ·与销售和采用服务密切合作伙伴设计采用承诺 · 开展有影响力的发现对话和演讲，将客户的需求与我们的产品联系起来并引导客户走向价值之路 ·提供定制化的内 boarding 演示以及与整个业务团队合作以根据客户需求进行先进会议 ·为你的投资组合中的每个帐户建立一项 ROI 叙述，识别和记录验证结果管理健康，风险和运营纪律 ·监控你的投标健康分数；在定义时间表内积极地处理表面风险和自身修复 ·保持完美的视角卫生：基于日志信号的干预，追踪采用里程碑和表面风险，不应急采取适当措施 通过人工智能和创意系统思维来推动规模化影响 ·设计和执行规模化的战术 数字通信，开放培训，异步资源，信号触发的推广 · 使用人工智能工具 (Claude,Copyilot) 作出交互力乘法，构建模板，分析采用模式并创造令人信服的 ROI 叙述 ·记录什么是有效的以及什么不是。为分类管理者和跨部门团队提供学习，战术实验和游戏书输入 What We're Looking For · 24年客户成功，咨询，账户管理或在 SaaS 或技术环境中面向客户的规模化角色：能力解释采用信号，利用趋势和健康成绩并将其转化为优先行动 ·强有力的书面沟通：能够从人工智能驱动的模板开始，但反映了熟虑的观众适应 ·以结果为导向，通过目标，时间框中的参与提供价值 ·运营纪律：可靠的 Gainsight 执行，紧迫性
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Posting Type
Remote/Hybrid
Job Overview
The Customer Success Manager is the named outcome owner for a portfolio of RelativityOne subscription accounts. This role operates at scale to spark growth, drive transformation, and ensure accounts arrive at renewal with a documented return on investment. Success in this role is defined by impacting KPI movement, operational discipline, and the ability to translate data signals into strategic action.Job Description and Requirements
Drive Adoption and Value Realization
- Monitor adoption continuously, translating signals into purposeful outreach and intervention
- Partner closely with Sales and Adoption Services to design adoption engagements
- Run impactful discovery conversations and presentations, connecting customer needs to our offerings and guiding customers on the path to value
- Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs
- Build an ROI narrative for each account in your portfolio,identifyingand documenting Verified Outcomes
Manage Health, Risk, and Operational Discipline
- Monitor the health score for your portfolio; surface risks proactively and own remediation within defined timelines
- Maintain impeccable Gainsight hygiene: log signal-based interventions, track adoption milestones, and surface risks withappropriate urgency
Drive Scaled Impact with AI and Creative Systems Thinking
- Design and execute scaled tactics — digital communications, open trainings, async resources, signal-triggered outreach
- Use AI tools (Claude, Copilot) as a force multiplier to draft communications, build templates, analyze adoption patterns, and create compelling ROI narratives
- Document what works and whatdoesn't. Contribute learnings, tactic experiments, and playbook inputs back to the segment manager and cross-segment team
What We're Looking For
- 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment
- Demonstrated data fluency: ability to interpret adoption signals,utilizationtrends, and health scores and translate them into prioritized action
- Strong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptation
- Outcome-driven and able to deliver value through targeted, time-boxed engagements
- Operational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacing
- AI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impact
Preferred
- Experience in legal technology, eDiscovery, compliance workflows, or regulated industries
- Familiarity with Gainsight, Salesforce, or equivalent CS platforms
- Experience designing or running scaled digital customer programs (newsletters, webinars, async resources)
Suggested Skills:
Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training DeliveryOriginally posted on Himalayas