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Senior Manager, Customer Success Management

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
The primary responsibility of the Senior Manager, Customer Success Management of is to oversee either the Enterprise or Channel segment of the Customer Success Management Team. The Customer Success Management Team proactively supports our customers in meeting their goals through the use of the Relativity suite of products. The team is accountable for enabling product adoption and client use cases. The Senior Manager, Customer Success Management will be responsible for managing the teams that support the various coverage models for all Channel accounts and is accountable for driving customer retention and adoption from initial onboarding through renewal.
He/She will work closely with Channel Managers to share customer knowledge, understand customer strategic goals, and execute annual account plans. The Senior Manager, Customer Success Management will also work with the Relativity Solutions Group to leverage Specialists to address client needs as well as Product Management to communicate product feature needs.

Role Responsibilities

  • Work closely with Senior Leadership to continue to innovate the overall Customer Success vision
  • Continuously manage and evolve our coverage model to improve the overall customer experience
  • Evolve our processes and technology required to more effectively enable the team to manage client health
  • Identify initiatives to improve efficiency and effectiveness of the Customer Success Organization
  • Manage the team responsible for maintaining success across either the Channel or Enterprise segments
  • Assist the team to prioritize work to most effectively drive product adoption as well as mitigate renewal risk
  • Establish relationships with other internal groups to strategically address customers challenges
  • Help develop standards and best practices to ensure a consistent experience across customers
  • Identify, gather, and analyze metrics to trigger proactive customer outreach
  • Evaluate customer demand and resource capacity to allocate appropriate resources to accounts
  • Encourage the identification of upsell opportunities within current accounts
  • Interface closely with leadership in other departments in the company, including: Relativity Solutions, Sales, Product Management, Engineering, and Content
  • Develop strong relationships with customers and serve as an escalation point
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
  • Define and review employees based on a consistent set of metrics tied to a customer’s success
  • Hold regular 1:1 meetings with direct reports to evaluate performance and discuss career development

Preferred qualifications

  • RCA certification preferred

Minimum qualifications

  • 10 years of client-facing support in the software industry
  • 7 years of managing a client-facing support teams
  • 5 years of eDiscovery and/or litigation support experience
  • Expertise managing large, complex accounts in a customer facing role
  • Ability to address tactical issues as well as maintain a long-term strategic vision
  • Proven effectiveness at building and leading high performing, customer centric teams
  • Experience utilizing metrics to make data-driven decisions
  • Listens to customers, identifies business process pains and recognizes opportunities in an effort to 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

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. 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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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

How do you empower your team to be more creative?

We have a semi-annual Hackathon where our engineers get to work on their own feature ideas for 3 days. The ideas that emerge have blown our minds and eventually become part of the product. In addition to design sessions that each team has, we also regularly have Relativity talks. These talks are a great way for engineers to share their experience.

Cindy

Manager, Software Engineering

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

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