Senior AI Adoption & CSM Leader

Relativity; Virginia; 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, complex accounts, acting as a strategic advisor on AI adoption and governance. You will guide customers through multi-use case deployments, manage risk, and drive measurable ROI while maintaining executive-level sponsorship across stakeholders.

In this hybrid/remote role, you will collaborate with sales, product, and enablement teams to accelerate adoption, renewals, and expansion.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with enterprise relationships.
• Proven track record of driving measurable customer outcomes.
• Executive presence for high-stakes conversations with C-suite.

Responsibilities

• Own outcomes end-to-end for a portfolio of large or strategic accounts.
• Lead AI adoption, governance, and change management at the account level.
• Identify renewal and expansion signals; partner with Sales on renewals.
• Build executive relationships and lead Business Reviews with value storytelling.
• Develop playbooks/assets and mentor colleagues on VO quality and engagement.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Success

Relationship Management

Strategic Planning

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts, acting as a strategic advisor on AI adoption and governance. You will guide customers through multi-use case deployments, manage risk, and drive measurable ROI while maintaining executive-level sponsorship across stakeholders.

In this hybrid/remote role, you will collaborate with sales, product, and enablement teams to accelerate adoption, renewals, and expansion.