Senior Customer Success Manager

Posting Type Remote Job Overview 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.

Requisitos

and segment best practices

The team works with Sales to understand account health and to identify any product or contract retention risks.

The Senior Customer Success Manager understands the goals and needs of our customers.

You will create annual account plans to document and provide both customer and Relativity goals for each specific customer.

You will coordinate with teams across the business to achieve these goals and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value.

Goals might include: introducing and implementing new features, expanding to new geographies or use cases, ensuring resolution of technical issues, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.

Descripción del Puesto

and Requirements Your Role in Action  Create Shared Value  Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved.  Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.  Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI  Represent the customer’s voice back to Relativity, proactively utilizing “feedback loop” processes to foster a company-wide culture of customer success  Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities  Mentor and support junior team members  Innovate New Success Motions  Work with Customer Success leadership teams to hel...