Senior AI Adoption & Customer Success Strategist

Relativity; Manchester (NH); 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 accounts and elevate customer value through AI-enabled workflows. You will act as a strategic advisor, driving adoption, governance, and measurable ROIs across complex use cases.

You will partner with executive sponsors, lead change management, and craft tailored onboarding to ensure success across legal teams and AI governance frameworks. This role combines strategy with hands-on customer enablement.

Qualifications

• 5-8 years in Customer Success or related roles with enterprise accounts.
• Proven track record of driving measurable customer outcomes.
• Strong analytical skills and ROI storytelling for exec audiences.
• Executive presence credible with C-suite and sponsors.
• AI fluency: advise on aiR adoption strategy and governance.
• Change-management skills to drive adoption and workflow changes.

Responsibilities

• Own outcomes end-to-end with outcome-driven account plans.
• Manage health score across ROI, adoption, utilization, engagement.
• Lead multi-use case adoption and connect depth to ROI.
• Deliver referenceable outcomes and grow customer value.
• Drive AI adoption and governance, design change plans.
• Create onboarding sessions and tailor sessions per account.
• Advise on aiR governance; identify what to automate and govern.
• Document AI adoption playbooks for team use.
• Build executive relationships and lead business reviews.

Skills

Executive presence

AI fluency

Change-management

Cross-functional collaboration

Analytical fluency

Education

Bachelor's degree in related field

Tools

Gainsight

Salesforce

CRM proficiency

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large accounts and elevate customer value through AI-enabled workflows. You will act as a strategic advisor, driving adoption, governance, and measurable ROIs across complex use cases.

You will partner with executive sponsors, lead change management, and craft tailored onboarding to ensure success across legal teams and AI governance frameworks. This role combines strategy with hands-on customer enablement.