At a Glance
- Tasks: Support customers in achieving their goals with our innovative software solutions.
- Company: Join a leading tech company focused on customer success and collaboration.
- Benefits: Enjoy comprehensive health plans, flexible work arrangements, and generous time off.
- Other info: Dynamic team environment with opportunities for professional growth and development.
- Why this job: Make a real impact by helping clients succeed and driving product adoption.
- Qualifications: 4+ years in customer-facing roles, strong communication, and relationship management skills.
The predicted salary is between 36000 - 60000 £ per year.
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. You will 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 might include introducing and implementing new features, expanding to new geographies or use cases, increasing efficiency with new workflows, orchestrating meaningful multi‑threaded engagement between the customer and Relativity.
Your Role in Action
- Drive Customer Success: Develop trusted‑advisor relationships with our EMEA accounts to understand their goals and align them with the value proposition of our Relativity suite of products. Consult with each account on return on investment (ROI) opportunities and utilisation blockers, and collaboratively build success plans to ensure their desired outcomes are achieved. Coordinate with cross‑functional teams to execute the Success Plans, monitor progress, and address any challenges. Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.
- Create Shared Value: Understand the return on investment (ROI) your accounts expect to receive from their Relativity One 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 by the account. 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 upsell opportunities.
- Orchestrate Across Departments: Project manage complex plans, such as onboarding new products across geographies. 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.
Benefit Highlights
- 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
- Training investment program
- Flexible work arrangements
- Winter break (office closed from Christmas through New Year’s Day)
- 401k matching
- Paid parental leave
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.
Suggested Skills: Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery.
What Relativity Has to Offer: Relativity's software helps users organize data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Customer Success Manager employer: PowerToFly
Relativity is an exceptional employer that prioritises employee well-being and professional growth, offering comprehensive health benefits, generous parental leave, and flexible work arrangements. With a strong emphasis on collaboration and innovation, employees are encouraged to develop trusted relationships with clients while contributing to meaningful outcomes across the EMEA region. The company fosters a supportive culture that values feedback and continuous learning, making it an ideal place for those seeking a rewarding career in customer success management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching the company and its products. Understand how they align with customer success and be ready to discuss how you can drive value for their clients using your expertise.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use real-life examples of how you've tackled challenges in previous roles, especially those that relate to customer success and ROI.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer-facing roles and how you've driven success in previous positions. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t forget to emphasise your excellent business writing and presentation skills. Use specific examples to demonstrate how you've effectively communicated with customers and managed accounts. This is your chance to shine!
Be Authentic:Let your personality come through in your application. We’re looking for someone who can build trusted relationships, so share your passion for customer success and how you’ve made a difference in past roles. Authenticity goes a long way!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at PowerToFly
✨Know Your Customer Success Stuff
Make sure you brush up on customer success strategies, especially in the context of the Legal Data Intelligence industry. Be ready to discuss how you've helped clients achieve their goals and how you can apply that experience to the Relativity suite of products.
✨Show Off Your Relationship-Building Skills
Prepare examples of how you've developed trusted relationships with clients in the past. Highlight your ability to listen actively, identify pain points, and provide tailored solutions that drive ROI. This is key for a Customer Success Manager role!
✨Get Familiar with Cross-Functional Collaboration
Since this role involves coordinating with various teams, think of instances where you've successfully managed projects across departments. Be ready to share how you ensured everyone was aligned and how you tackled any challenges that arose.
✨Prepare for Business Reviews
Understand the importance of Annual Business Reviews and be prepared to discuss how you would approach these meetings. Think about how you would align account goals with company objectives and how you would present data to showcase success and areas for improvement.
