Customer Success Manager – Public Sector Position Available In Mecklenburg, North Carolina
Tallo's Job Summary: The Customer Success Manager - Public Sector role at Relativity involves driving customer success by developing trusted advisor relationships with Law Firm accounts, creating success plans, conducting annual business reviews, and orchestrating cross-departmental projects. The position requires 3+ years of customer-facing support in the software industry, expertise in managing accounts, and excellent communication skills. The expected salary range for this role is between $67,000 and $101,000, with competitive compensation and long-term incentives offered.
Job Description
Job Description:
Posting TypeHybrid/RemoteJob OverviewThe Customer SuccessManagement Team supports our customers in meeting their goals usingthe Relativity suite of products. The team plays a crucial role inensuring the success of our accounts by driving product adoption,providing strategic guidance, and fostering strong relationshipswith our customers.
Job Description and Requirements Your Role inAction Drive Customer Success Develop trusted-advisor relationships with our Law Firmaccounts to understand their goals and align them with the valueproposition of our Relativity suite of products. Consult with each account on return on investment (ROI)opportunities and utilization blockers, and collaboratively buildsuccess plans to ensure their desired outcomes are achieved. Coordinate with cross-functional teams to execute the SuccessPlans, monitor progress, and address any challenges. Conduct Annual Business Reviews to align account and companyleadership on achieved and targeted ROI. Create Shared Value Understand the ROI expectations of our Law Firm accounts andcollaborate with Account Executives to build success plans thatdeliver on these expectations. Identify and record “Verified Outcomes” (wins) when ROI isconfirmed by the account. Act as the voice of the customer within the company, providingfeedback and insights to foster a culture of customer success. Regularly analyze customer usage and account health to mitigaterenewal risks, reduce product churn, and identify up-sellopportunities Orchestrate Across Departments Project manage complex plans, such as new productconfigurations and onboardings. Engage accounts with Relativity subject matter experts andexecutives to address concerns and build deep, multi-threadedengagementsYour Skills 3+ years of customer-facing support in the software industry Expertise managing accounts in a customer-facing role Experience in the software technology sector and/or the PublicSector Ability to address tactical issues while maintaining along-term strategic vision Excellent business writing and presentation skills Enthusiastic team player with the ability to thrive in acollaborative environment Ability to actively listen to customers, identify pain pointsin their business processes, and provide effectivesolutions.
Relativity is committed to competitive, fair, andequitable compensation practices.
This position is eligible fortotal compensation which includes a competitive base salary, anannual performance bonus, and long-term incentives. The expectedsalary range for this role is between following values:$67,000 and$101,000The 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 thetop end of the range would not be typical, to allow for futuremeaningful salary growth in this position.
