About the position
The Strategic Customer Success Management Team supports our partners in meeting their goals using the Relativity suite of products. The team guides overall value and product adoption based on the customer's individual requirements and segment best practices. The team works with Sales to understand account health and to identify any product or contract retention risks. The Strategic Customer Success Manager develops trusted advisor relationships to drive success with our largest, most complex accounts. This specific role will work with our Service Provider and Law Firm partner accounts. You will consult with each partner to align on ROI opportunities and utilization blockers each quarter. 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 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 multithreaded engagement between the customer and Relativity. The Strategic Customer Success Manager will also develop best practices and new playbooks based on customer trends. You will analyze data and work with your manager to identify opportunities for new processes that will accelerate success for the team.
Responsibilities
- Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive and Service Delivery Manager, 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 partner's voice back to Relativity, proactively utilizing 'feedback loop' processes to foster a companywide culture of customer success.
- Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential upsell opportunities.
- Pilot new repeatable playbooks and best practices before they are rolled out to the broader organization.
- Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers.
- Project manage complex plans, such as onboarding new products across geographies or enabling account success with nonstandard use cases.
- Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multithreaded engagements.
Requirements
- 5+ years of customer-facing support in the software industry.
- 3+ years of litigation support experience (Relativity Administrator experience preferred).
- Expertise managing key accounts in a customer-facing role.
- Experience in the software technology sector.
- Proven success independently managing complex projects.
- Excellent business writing and presentation skills.
- Enjoy working as part of a team in a collaborative environment.
- Enthusiasm to continuously innovate in service of our partners and be a change agent within the business.
Benefits
- Competitive base salary.
- Annual performance bonus.
- Long-term incentives.
