Senior AI Adoption CSM | Executive Engagement

Relativity; Newark (NJ); Hybrid; USD 82.000 - 124.000; Vollzeit

Zusammenfassung

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large and strategic accounts, acting as a strategic consultant and change-management partner to help customers adopt AI features and transform legal workflows.

The role requires executive presence, strong ROI storytelling, and ability to drive adoption across multiple use cases, with a hybrid/remote work model in the United States.

Qualifikationen

• 5-8 years in Customer Success, Consulting, or Account Management.
• 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.
• Experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment.
• Preferred: Gainsight, Salesforce, or equivalent CS platform proficiency.
• Hands-on experience advising legal teams on AI workflow integration.

Aufgaben

• Own outcomes for a portfolio of accounts end-to-end; build outcome-driven plans.
• Manage health score across four dimensions and drive year-over-year improvement.
• Lead multi-use case adoption; connect platform depth to ROI.
• Deliver referenceable outcomes and governance for executive audiences.
• Lead AI adoption and change management; craft adoption plans and governance.
• Provide customized onboarding and align with cross-functional teams.
• Identify renewal risk and expansion signals; work with Sales on strategic opportunities.
• Build executive relationships and lead Business Reviews with narrative control.

Kenntnisse

Executive presence

AI fluency

Change management

Customer success

Account management

Strategic planning

Cross-functional

Tools

Gainsight

Salesforce

Jobbeschreibung

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large and strategic accounts, acting as a strategic consultant and change-management partner to help customers adopt AI features and transform legal workflows.

The role requires executive presence, strong ROI storytelling, and ability to drive adoption across multiple use cases, with a hybrid/remote work model in the United States.