Senior AI Adoption & Customer Success Leader

Relativity; Atlanta (GA); Hybride; USD 82 000 - 124 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Performance bonus

Long-term incentives

Résumé du poste

Relativity in Atlanta seeks a Senior Customer Success Manager to own outcomes for large, strategic accounts. This role acts as a strategic consultant and change-management partner, guiding customers to adopt new AI features and transform how they practice law with AI.

You will lead multi-use case adoption, manage health metrics, and build executive relationships while driving ROI and renewal strategy. The position requires strong leadership and a focus on measurable outcomes.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management
• Proven record of driving measurable customer outcomes
• Strong analytical fluency with data-backed ROI narratives
• Executive presence with C-suite credibility
• AI adoption strategy and governance knowledge
• Change-management capability across stakeholder levels
• Experience leading cross-functional initiatives without formal authority

Responsabilités

• Own customer outcomes end-to-end with outcome-driven account plans
• Manage health score across ROI, adoption, utilization, engagement; drive YoY improvement
• Lead multi-use case and multi-feature adoption; link platform depth to ROI
• Deliver referenceable outcomes and build executive sponsorship within accounts
• Lead AI adoption and change management for the aiR Suite at the account level
• Design tailored onboarding and partner with teams for advanced sessions
• Advise on aiR governance, defensibility: what to automate and govern
• Develop playbooks and enablement assets; mentor L4 CSMs
• Cultivate multi-threaded relationships with C-suite sponsors; conduct Business Reviews

Connaissances

Customer Success

Consulting

Account Management

Executive presence

AI fluency

Change management

Cross-functional leadership

Outils

Gainsight

Salesforce

Description du poste

Relativity in Atlanta seeks a Senior Customer Success Manager to own outcomes for large, strategic accounts. This role acts as a strategic consultant and change-management partner, guiding customers to adopt new AI features and transform how they practice law with AI.

You will lead multi-use case adoption, manage health metrics, and build executive relationships while driving ROI and renewal strategy. The position requires strong leadership and a focus on measurable outcomes.