Hybrid/Remote Enterprise AI Customer Success Leader

Relativity; Charleston (SC); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and to lead AI adoption, governance, and workflow transformation within legal tech. You will drive multi-use case adoption, manage risk, and build executive relationships to deliver measurable ROI.

This hybrid/remote role focuses on high-impact customer journeys, delivering referenceable outcomes, and collaborating with Sales to renew and expand at scale.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management
• Proven record of driving measurable customer outcomes
• Strong analytical fluency: data-backed ROI narratives for execs

Responsibilities

• Own customer outcomes end-to-end with strategic account plans anchored to business objectives
• Lead AI adoption and change management at the account level with a clear plan and blockers identified
• Deliver customized onboarding and executive-level business reviews to showcase ROI
• Identify renewal signals and surface expansion opportunities with Sales
• Build multi-threaded relationships, including C-suite sponsors, and drive change without formal authority

Skills

Executive presence

Analytical fluency

Change-management

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and to lead AI adoption, governance, and workflow transformation within legal tech. You will drive multi-use case adoption, manage risk, and build executive relationships to deliver measurable ROI.

This hybrid/remote role focuses on high-impact customer journeys, delivering referenceable outcomes, and collaborating with Sales to renew and expand at scale.