Customer Success Manager
Kcura Open · verified Sep 24, 2026 At a glance
Mid-level Customer Success role at Kcura. Remote, Australia · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Own outcomes for a portfolio of RelativityOne subscription accounts, from adoption through renewal
- Watch usage signals and health scores, then intervene quickly when accounts show risk
- Work with Sales and Adoption Services on adoption programs, discovery, presentations, and onboarding
- Build and record each account’s return-on-investment story, including Verified Outcomes
- Create scaled outreach, training, async resources, and AI-assisted templates while sharing playbook learnings
What you bring
- Two to four years in customer success, consulting, account management, or another scaled SaaS-facing role
- You can turn adoption data, utilization patterns, and health scores into prioritized customer actions
- You write focused outreach that uses AI drafts but adapts thoughtfully to each audience
- You work reliably in Gainsight, surface risks early, and follow through on next steps
- You are comfortable using generative AI tools to improve quality and expand your reach
Who this fits
This role suits a data-oriented customer success professional who can manage accounts at scale and connect customer activity to measurable outcomes. You’ll need strong writing, structured execution, and comfort with Gainsight and generative AI. The position is remote in Australia.
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
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
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
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
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)
Suggested 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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