Senior AI Adoption & Enterprise CSM

Relativity; Phoenix (AZ); Hybride; USD 82 000 - 124 000; Plein temps

Résumé du poste

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and to act as a strategic consultant and change-management partner in adopting AI features and transforming legal workflows.

You will lead multi-use case adoption, govern AI workflows, and drive ROI while building executive relationships. This hybrid/remote role emphasizes measurable impact, ongoing playbook development, and cross-functional collaboration.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with enterprise relationships.
• Proven record of driving measurable customer outcomes.
• Strong analytical fluency: able to build and present data-backed ROI narratives to executive audiences.
• Executive presence: credible with C-suite, able to lead high-stakes conversations with clarity.
• AI fluency: able to advise customers on aiR adoption strategy, workflow transformation, and governance.
• Change-management capability: able to help customers build the internal case for AI adoption and navigate resistance across stakeholder levels.

Responsabilités

• Own outcomes end-to-end with outcome-driven account plans anchored to each customer's business objectives.
• Own the customer's health score across ROI, adoption, utilization, and engagement; drive year-over-year improvement.
• Lead multi-use case and multi-feature adoption strategies; connect platform depth to measurable ROI.
• Deliver referenceable outcomes that serve as marketing assets and line up VO champions.
• Lead AI adoption and change management; plan adoption, identify blockers, and define next steps for each account.
• Document and share AI adoption and change-management playbooks used as team standards.

Connaissances

Executive presence

AI fluency

Change management

Cross-functional initiatives

ROI narratives

Relationship management

Outils

Gainsight

Salesforce

Description du poste

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and to act as a strategic consultant and change-management partner in adopting AI features and transforming legal workflows.

You will lead multi-use case adoption, govern AI workflows, and drive ROI while building executive relationships. This hybrid/remote role emphasizes measurable impact, ongoing playbook development, and cross-functional collaboration.