Senior Customer Success Manager

RELATIVITY GLOBAL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Relativity, a leading legal data intelligence company, is seeking a Senior Customer Success Manager to own outcomes for large and strategic accounts, guiding AI adoption and governance within complex enterprise settings. You will drive multi-use case adoption, build executive relationships, and lead change across customer organizations.

You will collaborate with sales, product, and enablement teams to design outcome-driven plans, measure ROI, and deliver customized onboarding and success forums.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with enterprise relationships
• Proven record of driving measurable customer outcomes
• Strong analytical fluency with ROI narratives for executives
• Executive presence to lead high-stakes conversations
• AI fluency for advising on aiR adoption and governance
• Change-management capability to drive AI adoption
• Experience leading cross-functional initiatives without formal authority

Responsibilities

• Own outcomes for a portfolio of large, complex accounts and drive adoption of AI features
• Lead AI adoption and change management, guiding customers through workflows and ROI calculations
• Deliver tailored onboarding sessions and develop playbooks for the team
• Build executive relationships with C-suite sponsors and lead Business Reviews
• Identify expansion signals and surface opportunities to Sales
• Represent team in cross-functional forums to inform product and enablement decisions

Skills

Customer Success

Executive presence

Change management

Cross-functional leadership

AI fluency

ROI storytelling

Enterprise relationships

Tools

Gainsight

Salesforce

Job description

Legal technology is having its moment — and Relativity is at the center of it.

We are a leading legal data intelligence company. Our extensible, AI cloud platform, RelativityOne, is trusted to turn complex data into actionable insights for litigation, investigations, regulatory inquiries, arbitration, and other high-stakes legal matters.

With 25 years of experience working with the world’s largest law firms, corporations, and government agencies across the globe, we know that organizations have moved beyond experimentation and are now applying AI in product environments to modernise how legal work gets done at scale.

To meet this moment, we’re expanding our existing AI and customer facing teams to include Legal AI Advisors, practicing or former attorneys acting as trusted advisors to lawyers helping them reimagine their workflows, evaluate AI solutions, and successfully integrate them into their day-to-day practice. Functionally, they act as legal engineers.

You’ll have the backing of an established industry leader and the opportunity to help grow our customer base.

If you’re ready to help write the next chapter of legal AI, we’d love to hear from you.

Overview

The Senior Customer Success Manager owns outcomes for a portfolio of large, complex, or strategically important accounts and raises the bar for what excellence looks like across the team. This role operates as a strategic consultant and change-management partner, helping customers adopt new product features and transform how they practice law with AI. Senior CSMs lead multi-use case adoption, advise on AI governance and workflow defensibility, and bring executive presence to high-stakes customer conversations.

What You'll Do

Own Customer Outcomes End-to-End

• Build and execute outcome-driven account plans anchored to each customer's business objectives


• Own the customer's health score across all four dimensions (ROI, adoption, utilization, engagement); drive year-over-year improvement


• Lead multi-use case and multi-feature adoption strategies; connect platform depth and breadth to measurable customer ROI


• Deliver referenceable Verified Outcomes that serve as marketing assets; target VO champion status within key accounts

Lead AI Adoption and Change Management

• Own adoption of our GenAI aiR Suite at the account level, building a clear plan to goal, identifying blockers, overcoming objections, and identifying next steps for each account


• Lead the conversation from "how to use the product" to "how to transform the way you work," helping customers redesign workflows, calculate their return on investment at the project level, and build the internal case for change


• Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs


• Advise customers on aiR governance and defensibility: what to automate, what to govern, and where human expertise is irreplaceable


• Document and share AI adoption and change-management playbooks that become team standards

Lead Risk, Retention, and Growth Strategy

• Independently identify, own, and remediate health risks before they become escalations or commercial risks


• Anticipate renewal-year dynamics and, in partnership with Sales, build the business case for renewal throughout the account lifecycle


• Identify expansion signals and surface them to Sales with a documented account perspective; act as a credible commercial partner without owning the transaction

Operate with Executive Presence and Stakeholder Depth

• Build multi-threaded relationships, including C-suite and executive sponsors; be recognized by customers as a peer


• Lead tailored Business Reviews and Success Forums with narrative control, business-outcome framing, and quantified impact


• Navigate complex stakeholder environments; influence direction, challenge assumptions, and orchestrate change without formal authority

Elevate Team Standards and Build Leverage

• Develop at least one playbook, framework, or enablement asset per year that is adopted by peers or incorporated into team methodology


• Serve as an informal mentor to L4 CSMs; provide coaching on VO quality, exec engagement, conversations, and change-management strategy


• Represent the team in cross-functional forums; bring customer insight back to inform product, enablement, and operational decisions


• Use generative AI tools to absorb routine work and model what AI-accelerated execution looks like for the broader team

What We're Looking For

• 5–8 years in Customer Success, Consulting, or Account Management, with demonstrated ownership of complex enterprise relationships


• Proven record of driving measurable customer outcomes


• Strong analytical fluency: able to build and present data-backed ROI narratives to executive audiences


• Executive presence: credible with C-suite, able to lead high-stakes conversations with clarity and authority


• AI fluency: able to advise customers on aiR adoption strategy, workflow transformation, and governance


• Change-management capability: able to help customers build the internal case for AI adoption and navigate resistance across stakeholder levels


• Experience leading cross-functional initiatives without formal authority

Required

• Experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment

Preferred

• Expertise in AI adoption strategies within enterprise SaaS, including governance and defensibility frameworks


• Gainsight, Salesforce, or equivalent CS platform proficiency


• Hands-on experience advising legal teams on AI workflow integration