Customer Success Manager

Job Overview

The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.

Posting Type: Hybrid

As an EMEA Customer Success Manager you will develop trusted-advisor relationships to drive success with our customers across Europe, Middle East and Africa. You will consult with customers to align on ROI opportunities and utilisation blockers. You will coordinate with teams across the business to achieve these goals and create cross-organisational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include introducing and implementing new features, expanding to new geographies or use cases, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.

Your Role in Action

Drive Customer Success

• Develop trusted-advisor relationships with our EMEA accounts to understand their goals and align them with the value proposition of our Relativity suite of products.
• Consult with each account on return on investment (ROI) opportunities and utilisation blockers, and collaboratively build success plans to ensure their desired outcomes are achieved.
• Coordinate with cross-functional teams to execute the Success Plans, monitor progress, and address any challenges.
• Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.

Create Shared Value

• Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved.
• Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.
• Act as the voice of the customer within the company, providing feedback and insights to foster a culture of customer success.
• Regularly analyse customer usage and account health to mitigate renewal risks, reduce product churn, and identify up-sell opportunities.

Orchestrate Across Departments

• Project manage complex plans, such as onboarding new products across geographies.
• Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.

Your Skills

• 4+ years of customer-facing support in the Legal Data Intelligence industry
• Expertise managing accounts in a customer-facing role
• Experience in the software technology sector
• Ability to address tactical issues while maintaining a long-term strategic vision
• Excellent business writing and presentation skills
• Strong team player with the ability to thrive in a collaborative environment
• Ability to actively listen to customers, identify pain points in their business processes, and provide effective solutions.

Benefit Highlights

• Comprehensive health, dental, and vision plans
• Parental leave for primary and secondary caregivers
• Two, week-long company breaks per year
• Additional 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.

Suggested Skills

Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery