Success Operations Program Manager (Wilmington)

Posting Type

Remote / Hybrid

Job Overview

Relativity's Success Operations team drives strategy, planning, and execution for the company's post-sale Customer Success organization. We are trusted thought and execution partners to department leadership, working closely with them to shape and deliver functional strategies that drive value for our customers and internal teams.

As part of this team, the Program Manager, Success Operations will play a key role in managing and evolving our Success Tiers program - Relativity's tiered service model for post-sale customer engagement. Reporting to the Manager, Success Strategy and Business Operations, you'll collaborate with cross-functional stakeholders to turn strategy into action, ensure consistent delivery of our services, and help drive operational excellence. You'll act as a strategic thought partner and trusted program owner - supporting both vision and execution for one of our most critical customer-facing programs.

Job Description and Requirements

Core duties of the role

Serve as a strategic thought partner to Success leadership by supporting the planning, alignment, and execution of the Success Tiers program.

Own day-to-day program operations , including onboarding coordination, deal tracking, SOP maintenance, capacity planning, and performance reporting.

Translate strategic goals into executional workstreams , collaborating with cross-functional teams to operationalize new tier-related initiatives.

Maintain clear and consistent internal documentation to ensure teams understand and deliver on our tiered service offerings.

Build and continuously improve delivery tools such as trackers, templates, and process workflows that support scalable service execution.

Track key program metrics (e.g., adoption, retention, satisfaction) and use insights to inform decisions, iterate on offerings, and support strategic planning.

Develop polished, executive-ready materials that summarize program performance, risks, and opportunities to leadership.

Qualifications

3-5 years of experience in program management, customer success operations, or professional services, ideally within a SaaS or technology environment.

Demonstrated ability to manage complex, cross-functional initiatives from concept through execution.

Strong business acumen and critical thinking skills; able to contribute meaningfully to strategic discussions while managing tactical details.

Clear and confident communicator who can engage with both frontline and executive stakeholders.

Analytical and detail-oriented, with a mindset for continuous improvement and structured problem solving.

Experience with tools such as Salesforce, Gainsight, Asana, Jira, and Excel.

Bonus : Background in consulting, post-sale strategy, or operational design for customer-facing programs.

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 :

$119,000 and $179,000

The 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.