Senior Customer Success Manager

Kcura Chicago , IL 60602

Posted 2 months ago

We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it. The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.

Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.

Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.

The Customer Success Management Team proactively supports our customers in meeting their goals using the Relativity suite of products. The team is accountable for driving overall value and product adoption based on the customer's individual requirements and segment best practices. The team works closely with Sales to understand account health and to identify any product or contract retention risks and, when necessary, pulls in necessary Relativity resources to address.

The Senior Customer Success Manager is responsible for understanding the business goals and needs of our most complex and strategic accounts. He/She creates annual account plans to document and deliver both customer and Relativity goals for each specific customer. This might include (but not limited to): onboarding new products, introducing new features, overseeing the upgrade process, ensuring the resolution of customer issues, facilitating strategic discussions around alternate uses of Relativity.

The Senior Customer Success Manager will also be responsible for coordinating with Relativity Solutions, Sales, and Product Management to establish and deliver best practices based on customer trends and usage.

Role Responsibilities

  • Understand customer usage and account health to proactively mitigate any renewal risk or product churn

  • Identify end-user challenges or requests and proactively connect the customer with Relativity SMEs

  • Coordinate closely with Account Executives for his/her accounts

  • Work with Account Executives to build and execute annual Success Plans for his/her accounts

  • Work with Customer Success leadership teams to help build new offerings and playbooks

  • Analyze data to identify trends and trigger opportunities to drive adoption with the customer

  • Assist with the implementation of processes and technology to better anticipate and identify customer issues

  • Help develop standards and best practices by product and customer segment

  • Identify potential up-sell opportunities within current accounts

  • Provide oversight to complex initiatives, such as new product configuration/onboarding, upgrades, etc.

  • Plan and participate in customer meetings, including Executive Business Reviews

  • Interface closely with other departments in the company including: Executive Leadership, Relativity Solutions Group, Sales, Product Management, and Engineering

  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

  • Mentor and support more junior team members

Minimum Qualifications

  • 7 years of customer-facing support in the software industry, preferably in the government space

  • 5 years of eDiscovery and/or litigation support experience, preferably in the government space

  • Expertise managing large, complex accounts in a customer-facing role, preferably in the government space

  • Ability to address tactical issues as well as maintain a long-term strategic vision

  • Listens to customers, identifies business process pains, and recognizes opportunities provide the best possible solutions

  • Drives collaboration across departments and functions to facilitate issue resolution

  • Strong organizational skills

  • Enjoys working as part of a team in a collaborative environment

  • Effective and professional communication skills

  • Experience in the software technology sector

  • Enjoys working as part of a team in a collaborative environment

  • #LI-MA1

Preferred Qualifications

  • RCA certification preferred

  • Ability to work full time in the Washington DC area

At Relativity, we live our core values and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.

We understand career choices are a big decision, and we thank you for considering Relativity.

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.

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