Relativity
Chicago, IL

Customer Success Manager

| Chicago
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 US Department of Justice, 198 of top 200 US law firms, and more than 70 Fortune 100 companies are among the 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, authentic self to our team. 
 
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. We don’t believe in ‘ideal’ candidates, so if you see a job that sparks your interest, go for it. Wherever you’re from, however you identify, and whatever experience you have, you can belong at Relativity.
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 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 Customer Success Manager is responsible for understanding the business goals and needs of their assigned accounts. She/He creates annual account plans to document and deliver both customer and Relativity goals for each specific customer. This might include (but not limited to): on-boarding new products, introducing new features, overseeing the upgrade process, ensuring the resolution of customer issues, facilitating strategic discussions around alternate uses of Relativity. 
 
The 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

  • Define the business value goals for a customer; craft a strategic plan to pursue those goals
  • Plan and lead customer meetings, including Quarterly Business Reviews 
  • 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 Managers for his/her accounts
  • Work with Account Managers to build and execute annual Success Plans for his/her accounts 
  • Analyze data to identify trends and trigger opportunities to drive adoption with the customer 
  • Contribute to the creation of 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/on-boarding, upgrades, etc. 
  • Interface 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 

Preferred Qualifications

  • RCA certification preferred 
  • 3 years of eDiscovery and/or litigation support experience 

Minimum Qualifications

  • 3 years of customer-facing support in the software industry 
  • Expertise managing accounts in a customer-facing role
  • Ability to address tactical issues as well as maintain a long-term strategic vision
  • Listens to customers, identifies business process pains, and recognizes opportunities to provide the best possible solutions 
  • 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 

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, and we’re always looking for people to join us on the journey.
 
Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify. 
 
So, please come as you are. We can’t wait to meet 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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Where we are

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

Technology we use

  • Engineering
  • Product
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What are Relativity Perks + Benefits

Relativity Benefits Overview

We offer a competitive set of benefits and perks from great insurance, to unlimited time off and a zen room!

Culture
Volunteer in local community
We support local organizations through employee-nominated monthly grants and provide a large grant annually to schools within our community. See more: https://www.relativity.com/about-us/giving-back/
Partners with Nonprofits
We work with several organizations such as: Cradles to Crayons, Embarc, Year Up, Greater Chicago Food Depository, Best Buddies, MakerGirl, Latinas in Tech, NSBE, Anita B.Org - and more!
Friends outside of work
Eat lunch together
Intracompany committees
Our community resource groups: Black at Relativity, Relativity Women of the Workplace, RelAsians, Relativity Pride, Faces of Relativity, and RelMind.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
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
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Restricted work hours
In the U.S., we have formal breaks where the office closes between 12/25 - 1/1 and new in 2020, the week of the 4th of July as well!
Company sponsored family events
We have an annual summer picnic where all employees are encouraged to bring family members.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
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!
Parking
We offer employees A parking subsidy.
Recreational Clubs
Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Movie Night, Gaming Groups, and several more.
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $3000 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
The Relativity Certified Administrator Exam

Additional Perks + Benefits

We offer a Divvy bike share discount, a discounted gym membership to the gym in the building, DRYV Laundry Service for those who have workout clothes that need washing, a Mother's Room, a Zen Room, fresh fruit, coffee/tea/cold beverages, and much more!

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

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

Relativity Careers in Chicago
28

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