Customer Success Manager

Here at Relativity we prioritize flexibility and work-life harmony. Our Hybrid work environment provides options tailored to your role and location, aiming to enhance engagement, connectivity, and productivity.

 

Join us to experience a culture of collaboration and innovation, where connecting in-person adds value to our collective growth. Let's work together!

 

The Customer Success Management (CSM) Team supports our customers in achieving return on investment using the Relativity suite of products and fosters strong, long-lasting customer relationships. Your role as Standard tier Customer Success Manager will be to work with Standard tier customers, who engage with CSM primarily via self-service tools and digital insights. You will ensure Standard tier customers receive timely, quality updates and that trends and diminishing health scores are quickly identified and addressed. 

Your Role in Action

• Drive Customer Success :
• Act as named contact for all Standard tier accounts across segments, serving as their Success ambassador. 
• Work with manager and Community Enablement Team to create template communications and questionnaires to be shared with Standard tier customers. 
• Utilise Gainsight to deliver timely messaging to Standard tier accounts. Perform quality control checks on email templates, monitor email open rates, and recommend new templates to address customer needs.  
• Understand categories of ROI (return on investment) that customers seek to attain in Relativity and direct them towards resources that will aid them in value attainment. 
• Identify and record "Verified Outcomes" (wins) when ROI is confirmed by the account. 
• Monitor, manage and respond to tickets in a ticket queue in Salesforce 


• Mitigate Risks:
• Monitor customer health score in Gainsight and other risk indicators to proactively identify challenges, mitigate renewal risks and reduce product churn. 
• Provide overflow support for CSM-wide work requests that entail templatized communications and data validation.  


• Create Shared Value :
• Use Tableau, in-App NPS, AI and other resources to identify customer trends, empowering the global CSM team, Product Managers and Account Executives to meet the needs of our customers  
• Monitor CSM mailbox and address basic customer queries  
• Create annual leadership reports for customers  

Minimum Qualifications:

• 3+ years of customer-facing role in the software industry 
• Fluency in English 
• Excellent business writing and presentation skills 
• Experience creating Business Reviews and otherPowerPoint presentations  
• Experience in communicating with Customers from diverse cultures and technical knowledge 
• Ability to work well within cross-functional and geographically distributed teams 
• Thrives in a multitasking environment and can adjust priorities on-the-fly 
• Detail-oriented, curious, self-starter with ability to work both independently and in a team environment. 

Preferred qualifications

• Experience with Gainsight and journey orchestrator 
• Experience using and analysing data in Tableau  
• Experience creating trend reports 
• Experience working with digitally led or tech touch customers 
#LI-Hybrid

Compensation:

• Compensation Relativity is committed to competitive, fair and equitable compensation practices. 
• This position is eligible for total compensation which includes a competitive base salary, annual performance bonus target of 10%, and long-term incentives. The expected salary range for this role is between 103,000 and 126,00 PLN.PLN gross/year (Employment Contract). The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

103,000 z - 126,000 z a year

#LI-Hybrid

Relativity is a diverse workplace with different skills and life experiences-and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Flexible work arrangements

Two, week-long company breaks per year

Unlimited time off

Long-term incentive program

Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.