Senior AI Adoption & Customer Success Leader

Relativity; Colorado; 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 AI-driven workflow transformation. You will act as a strategic consultant, guiding customers through adoption, governance, and change management while maintaining executive-level engagement.

You will lead multi-use case adoption, craft account plans, and manage health scores across ROI, adoption, utilization, and engagement.

Qualifications

• Experience in legal technology, eDiscovery, or regulated workflows.
• Ability to build ROI narratives for executive audiences.
• Experience leading enterprise-level customer success with C-suite leadership.

Responsibilities

• Own customer outcomes end-to-end with outcome-driven account plans anchored to business objectives.
• Manage the customer health score across ROI, adoption, utilization, and engagement.
• Lead AI adoption and change-management initiatives for GenAI aiR Suite at the account level.
• Identify renewal opportunities and surface expansion signals in partnership with Sales.
• Build executive-level Business Reviews and success forums with quantified impact.

Skills

Account management

Analytical skills

Executive presence

AI fluency

Change management

Cross-functional leadership

Stakeholder management

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 AI-driven workflow transformation. You will act as a strategic consultant, guiding customers through adoption, governance, and change management while maintaining executive-level engagement.

You will lead multi-use case adoption, craft account plans, and manage health scores across ROI, adoption, utilization, and engagement.