Customer Success Manager at Relativity in South Carolina

Summary: Relativity is a company that focuses on helping customers achieve measurable outcomes using their suite of products. The Customer Success Manager will own and grow a portfolio of Corporate Enhanced Tier accounts while supporting Corporate Standard Tier customers through project-based adoption guidance and ensuring long-term value realization. Responsibilities: - Own & Grow a Portfolio of Corporate Enhanced Accounts - Manage a dedicated book of Corporate Enhanced Tier accounts, serving as their primary Customer Success Manager - Build trusted-advisor relationships by understanding customer goals and aligning them to the value of the Relativity platform - Partner with Account Executives to define success plans tied to customer ROI and adoption objectives - Conduct regular account check-ins and Business Reviews to track progress, surface risks, and align on next steps - Assist in designing and delivering a scaled/digital version of the of the adoption journey for Corporate Standard Accounts to: - Support Corporate Standard Tier customers through clearly scoped adoption engagements focused on specific outcomes, rather than ongoing relationship or account management - Provide time-boxed, project-based adoption guidance for Corporate Standard Tier customers when they onboard new products - Follow all stages of the Relativity Adoption Journey, from discovery through outcome realization - Serve as the primary point of escalation leading up to and during active Adoption Services engagements - Clearly scope adoption efforts, align stakeholders, and ensure requests are well-packaged for internal teams - Drive Adoption & Outcomes - Translate customer product interest into clear business outcomes and measurable success goals - Monitor usage signals, adoption progress, and early friction points throughout the engagement lifecycle - Capture and document Verified Outcomes when customers confirm ROI - Reinforce adoption best practices by sharing documentation, learning resources, and enablement materials - Orchestrate Cross-Functional Engagement - Coordinate with internal teams (Adoption Services, Product, Support, Sales) to execute adoption and success plans - Engage subject-matter experts as needed to unblock progress or reset expectations - Act as a customer advocate, sharing insights and feedback to continuously improve the customer experience Required Qualifications: - 1–3 years of experience in a customer-facing role (Customer Success, Support, Consulting, or similar) - Interest in developing enterprise-level customer management and adoption skills - Strong ability to organize work, manage projects, and follow defined processes - Comfort translating customer needs into structured plans and clear next steps - Excellent written and verbal communication skills - Account Management - Active Listening - Communication - Customer Relationships - Customer Success - Empathy - Relationship Management - Retention Strategies - Sales - Training Delivery Preferred Qualifications: - Experience in SaaS or technology-enabled services - Exposure to onboarding, implementations, or adoption-focused work - Familiarity working cross-functionally in a fast-moving environment Required Skills: Account Management, Customer Success Important Skills: Customer Relationships Nice-to-Have Skills: Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery Benefits: Annual performance bonus, Long-term incentives