Senior AI Adoption & Customer Success Strategist

Relativity; Connecticut; Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager in the United States (CT area) to own outcomes for large, strategic accounts and lead AI-driven adoption across the portfolio. You will partner with executives, shape governance and ROI narratives, and drive renewal and expansion while mentoring peers.

The role blends strategic consulting with change-management, requiring executive presence and cross-functional collaboration.

Qualifications

• Experience owning outcomes for enterprise accounts.
• 5–8 years in customer success, consulting, or account management.
• Proven ability to present data-driven ROI to executives.
• Executive presence for high-stakes conversations with senior leaders.
• AI fluency: advising on AI adoption strategy and governance.
• Change-management and cross-functional collaboration without formal authority.

Responsibilities

• Own outcomes end-to-end for a portfolio of strategic accounts.
• Lead AI adoption and change-management initiatives across customers.
• Manage risk, renewals, and growth signals in partnerships with Sales.
• Build executive relationships and run tailored business reviews.
• Develop playbooks and mentor other Customer Success Managers.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM Proficiency

Customer Relationships

Customer Retention

Customer Success

Relationship Management

Strategic Planning

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager in the United States (CT area) to own outcomes for large, strategic accounts and lead AI-driven adoption across the portfolio. You will partner with executives, shape governance and ROI narratives, and drive renewal and expansion while mentoring peers.

The role blends strategic consulting with change-management, requiring executive presence and cross-functional collaboration.