Customer Success Manager

Posting Type: Hybrid

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.

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, 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 may include introducing and implementing new features, expanding to new geographies or use cases, increasing efficiency with new workflows, and orchestrating meaningful multi threaded engagement between the customer and Relativity.

Responsibilities

• Develop trusted advisor relationships with EMEA accounts to understand their goals and align them with the value proposition of our Relativity suite.
• Consult with each account on ROI opportunities and utilisation blockers, and collaboratively build success plans to ensure desired outcomes are achieved.
• Coordinate with cross functional teams to execute success plans, monitor progress, and address any challenges.
• Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.
• Understand the 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.
• 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.
• Project manage complex plans, such as onboarding new products across geographies, and 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

Benefits

• 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

Equal Employment Opportunity

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.