Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the designated outcome owner for a range of RelativityOne subscription accounts.

• Continuously monitor adoption and interpret signals to initiate targeted outreach and interventions.

• Collaborate with Sales and Adoption Services to create engagement strategies for adoption.

• Conduct discovery discussions and presentations that align customer needs with offerings, guiding them toward value.

• Provide personalized onboarding presentations and collaborate throughout the organization to customize advanced sessions.

• Develop and document a return on investment narrative and Verified Outcomes for each account.

• Track portfolio health scores, proactively identify risks, and manage remediation within established timelines.

• Ensure Gainsight accuracy by recording signal-based interventions and monitoring adoption milestones.

• Create and implement scalable tactics such as digital communications, open training sessions, asynchronous resources, and outreach triggered by signals.

• Utilize Claude and Copilot to draft communications, develop templates, analyze adoption trends, and formulate ROI narratives.

• Record insights, experiment with tactics, and contribute to playbook inputs for the segment manager and cross-segment team.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Consulting, Account Management, or a customer-facing role within a SaaS or technology setting.

• Proven data fluency: ability to analyze adoption signals, usage trends, and health scores, translating them into prioritized actions.

• Excellent written communication skills: capable of producing clear, intentional outreach that begins with AI-driven templates but is tailored to the audience.

• Outcome-oriented with the ability to deliver value through focused, time-constrained engagements.

• Strong operational discipline: dependable execution in Gainsight, promptness in addressing next steps, and proactive identification of risks.

• Proficient in AI tools: adept and comfortable using generative AI technologies to enhance work quality and extend impact.

• Background in legal technology, eDiscovery, compliance workflows, or regulated industries.

• Familiarity with Gainsight, Salesforce, or comparable customer success platforms.

• Experience in designing or managing large-scale digital customer programs (such as newsletters, webinars, and asynchronous resources).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Access to cutting-edge tools and technologies.

• Supportive and collaborative work environment.