Senior Customer Success Manager

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

📋 Description

• Foster Shared Value

• Comprehend the expected return on investment (ROI) your accounts anticipate from their RelativityOne subscription and, in partnership with the designated Account Executive, develop Success Plans to ensure this ROI is realized.

• Identify and document “Verified Outcomes” (successes) once ROI is validated by the account.

• Organize and present Executive Business Reviews to align with account and Relativity leadership on achieved and projected ROI.

• Represent the customer’s perspective back to Relativity, proactively employing “feedback loop” processes to cultivate a company-wide culture of customer success.

• Consistently analyze customer engagement and account health to mitigate renewal risks or product churn while spotting potential up-sell opportunities.

• Mentor and assist junior team members.

• Innovate New Success Strategies.

• Collaborate with Customer Success leadership teams to develop new offerings and playbooks.

• Suggest and create new repeatable playbooks to tackle newly recognized ROI opportunities and usage barriers.

• Coordinate Across Departments. Manage complex projects, such as onboarding new products across different regions or facilitating account success with unique use cases.

• Engage accounts with Relativity subject matter experts and executives to address concerns and establish deep, multi-threaded relationships.

⛳️ Requirements

• 7 years of customer-facing support within the software industry

• 5 years of litigation support experience (Relativity Administrator experience is preferred)

• Proficiency in managing key accounts in a customer-focused role

• Background in the software technology sector

• Demonstrated success in independently managing complex projects

• Exceptional business writing and presentation skills

• Enjoy collaborating as part of a team in a cooperative environment

• Strong consulting and project management skills, with a proven track record of serving as a trusted advisor to drive business value for clients, including the ability to engage with client teams at varying levels of technical and non-technical depth

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development opportunities

• Remote work options