Senior AI Adoption & Customer Success Lead

Relativity; Philadelphia (Philadelphia County); 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 and drive adoption of the aiR Suite. You will act as a strategic consultant, guiding customers through AI-enabled workflows and governance while maintaining executive-level engagement.

Responsibilities include building outcome-driven plans, monitoring health scores, and coordinating cross-functional teams to deliver measurable ROI.

Qualifications

• Experience leading enterprise customer success initiatives with measurable outcomes.
• Ability to build strategic account plans linked to business objectives.
• Strong executive-level communication and ROI storytelling skills.

Responsibilities

• Own outcomes end-to-end for a portfolio of large, complex accounts.
• Lead AI adoption and governance discussions with customers and internal teams.
• Manage health scores and renewal/expansion dynamics with Sales.
• Develop and share playbooks for AI adoption and change management.

Skills

Executive presence

Customer success

ROI storytelling

Change management

Cross-functional leadership

Stakeholder management

Gainsight

Salesforce

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts and drive adoption of the aiR Suite. You will act as a strategic consultant, guiding customers through AI-enabled workflows and governance while maintaining executive-level engagement.

Responsibilities include building outcome-driven plans, monitoring health scores, and coordinating cross-functional teams to deliver measurable ROI.