Scan your resume against ATS criteria for this Customer Success Manager role at External Career Site.
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Remote/Hybrid
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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.
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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 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, identifying and documenting Verified Outcomes
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 with appropriate urgency
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 what doesn't. Contribute learnings, tactic experiments, and playbook inputs back to the segment manager and cross-segment team
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, utilization trends, 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)
Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery
How to apply for Customer Success Manager at External Career Site?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
Salary details will be discussed during the interview.
What experience is required?
4+ years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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Customer Success Manager
External Career Site · Remote Australia
