Relativity

Compensation

Full Description

Job Overview The Service Provider Customer Success Management Team is dedicated to empowering our partners within the Premier Success Program to achieve their goals using the Relativity suite of products. We focus on enhancing product adoption and value delivery, tailored to each customer's unique needs and best practices within their segments. This role collaborates closely with the Sales team to assess account health and pinpoint any risks related to product use or contract retention. The Senior Premier Customer Success Manager will cultivate trusted relationships with our largest partners in the Service Provider segment. You will consult regularly with these partners to identify ROI opportunities and address utilization challenges on a quarterly basis. By coordinating with various teams across the organization, you will drive clarity around goals, track progress, and address challenges while advocating for mutual value. Key objectives may include introducing new features, expanding into new regions or use cases, resolving technical issues, streamlining workflows, and fostering meaningful engagement between clients and Relativity. Additionally, you will be responsible for formulating best practices and playbooks based on customer insights, analyzing data to detect new areas for improvement, and collaborating with your manager to drive success for the team. Your Role in Action • Create Shared Value • Understand the expected return on investment (ROI) for your accounts from their RelativityOne subscription, and, in conjunction with the assigned Account Executive and Technical Account Manager, create Success Plans to achieve this ROI. • Track and document "Verified Outcomes" (successes) as ROI is confirmed by the account. • Plan and deliver Executive Business Reviews to align on achieved and targeted ROI with account and Relativity leadership. • Act as the voice of the partner within Relativity, embracing feedback processes to promote a culture rooted in customer success across the company. • Regularly analyze customer usage and account health to mitigate renewal risks or product churn, while identifying potential upsell opportunities. • Innovate New Success Motions • Pilot new repeatable playbooks and best practices prior to their rollout across the broader Customer Success Management organization. • Design and introduce new playbooks to address newly uncovered ROI opportunities and utilization barriers. • Orchestrate Across Departments • Project manage intricate plans, such as the onboarding of new products across regions or facilitating account success with unconventional use cases. • Engage accounts with Relativity subject matter experts and executives to address concerns and cultivate deep, multi-faceted relationships. Your Skills • 7+ years of customer-facing support in the software industry. • 5+ years of litigation support experience (Relativity Administrator experience preferred). • Proven expertise in managing key accounts in a customer-facing capacity. • Experience in the software technology sector. • Demonstrable success in independently overseeing complex projects. • Exceptional business writing and presentation abilities. • Adept at collaborating within a team-driven environment. • An eagerness to innovate in service of our partners and to act as a change agent within the business. Compensation Information Relativity is dedicated to equitable and competitive compensation practices. This position offers a total compensation package that includes a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range for this role is $82,000 to $124,000. The final salary offered will depend on various factors such as the candidate’s experience, skill set, qualifications, and internal pay equity. Hiring towards the upper end of the range is uncommon to allow for meaningful salary growth over time in this role.