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For Companies At a Glance
- Tasks: Build strong relationships with customers and drive their success using our innovative products.
- Company: Join a leading tech company focused on customer success in the Legal Data Intelligence industry.
- Benefits: Enjoy comprehensive health plans, generous leave, and professional development opportunities.
- Why this job: Make a real impact by helping customers achieve their goals and maximise their investment.
- Qualifications: 4+ years in customer-facing roles, excellent communication, and a passion for problem-solving.
- Other info: Hybrid work environment with great career growth potential and a supportive team culture.
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.
- Understand the return on investment (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 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 up-sell opportunities.
- 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
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
Customer Success Manager employer: Relativity
Contact Detail:
Relativity Recruiting Team
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 in the Customer Success field, especially those at companies you're interested in. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer success. Think about how you've driven ROI in past roles and be ready to share specific examples that highlight your skills and achievements.
✨Tip Number 3
Show your passion for customer success! During interviews, express your enthusiasm for helping customers achieve their goals and how you can contribute to their success with the Relativity suite of products.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team and making a difference in customer success.
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 expertise in account management and your ability to build trusted relationships. Use specific examples that demonstrate your skills in active listening and problem-solving. This is your chance to shine!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured content that’s easy to read. Make sure to communicate your ideas effectively, as strong business writing is key for this role.
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’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Relativity
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of the Relativity suite of products. Familiarise yourself with their features and how they can drive customer success. This will help you demonstrate your ability to consult effectively with customers and align their goals with the product's value.
✨Showcase Your Relationship-Building Skills
Be prepared to discuss examples of how you've developed trusted-advisor relationships in previous roles. Highlight specific instances where you’ve successfully navigated challenges and fostered strong connections with clients. This will show that you can advocate for shared value and engage meaningfully with customers.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical customer scenarios. Think about how you would address ROI opportunities or utilisation blockers. Practising these scenarios will help you articulate your thought process and problem-solving skills during the interview.
✨Demonstrate Your Collaborative Spirit
Since the role involves coordinating with cross-functional teams, be ready to share examples of how you've worked collaboratively in the past. Discuss how you’ve managed complex projects and engaged different departments to achieve common goals. This will highlight your ability to orchestrate across departments effectively.
