Customer Success Manager
Kcura Open · verified Oct 18, 2026 At a glance
Manager-level Customer Success role at Kcura. Illinois · full-time · $67,000–$101,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Track usage and account health, then turn emerging signals into timely outreach and risk fixes
- Coordinate with Sales and Adoption Services on customer adoption plans, discovery sessions and presentations
- Deliver tailored onboarding and advanced training, linking customer needs to product value
- Document account ROI and verified outcomes so customers reach renewal with a clear value case
- Run scalable digital outreach, training and resources; use AI to build materials and share tested playbook ideas
What you bring
- Two to four years in customer success, consulting, account management or another listed customer-facing SaaS role
- You can read adoption, usage and health data, then decide what action should come first
- You write clear customer messages and adapt AI-generated drafts to each audience
- You use generative AI confidently and keep customer-system records and follow-ups organized
Who this fits
This role suits someone comfortable managing a portfolio through focused customer engagements and scaled digital programs. You’ll work remotely or in a hybrid arrangement.
From the employer
Posting Type
Remote/Hybrid
Job Overview
The Customer Success Manager is the named outcome owner for a portfolio of RelativityOne subscription accounts. This role operates at scale to spark growth, drive transformation, and ensure accounts arrive at renewal with a documented return on investment. Success in this role is defined by impacting KPI movement, operational discipline, and the ability to translate data signals into strategic action.Job Description and Requirements
You Will Drive Adoption and Value Realization
- Monitor adoption continuously, translating signals into purposeful outreach and intervention
- Partner closely with Sales and Adoption Services to design adoption engagements
- Run impactful discovery conversations and presentations, connecting customer needs to our offerings and guiding customers on the path to value
- Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs
- Build an ROI narrative for each account in your portfolio, identifying and documenting Verified Outcomes
You Will Manage Health, Risk, and Operational Discipline
- Monitor the health score for your portfolio; surface risks proactively and own remediation within defined timelines
- Maintain impeccable Gainsight hygiene: log signal-based interventions, track adoption milestones, and surface risks with appropriate urgency
You Will Drive Scaled Impact with AI and Creative Systems Thinking
- Design and execute scaled tactics — digital communications, open trainings, async resources, signal-triggered outreach
- Use AI tools (Claude, Copilot) as a force multiplier to draft communications, build templates, analyze adoption patterns, and create compelling ROI narratives
- Document what works and what doesn't. Contribute learnings, tactic experiments, and playbook inputs back to the segment manager and cross-segment team
What We're Looking For
- 2–4 years in Customer Success, Consulting, Account Management, or a scaled customer-facing role in a SaaS or technology environment
- Demonstrated data fluency: ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action
- Strong written communication: able to craft clear, purposeful outreach that starts with AI-powered templates but reflects thoughtful audience adaptation
- Outcome-driven and able to deliver value through targeted, time-boxed engagements
- Operational discipline: reliable Gainsight execution, urgency in addressing next steps, and proactive risk surfacing
- AI fluency: skilled and comfortable using generative AI tools to accelerate work quality and scale impact
Preferred Qualifications
- Experience in legal technology, eDiscovery, compliance workflows, or regulated industries
- Familiarity with Gainsight, Salesforce, or equivalent CS platforms
- Experience designing or running scaled digital customer programs (newsletters, webinars, async resources)
Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary 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 the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
Required Skills:
Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training DeliveryNot this one either?
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