Senior AI Adoption & ROI Customer Success Leader

Relativity; Portland (ME); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity seeks a Senior Customer Success Manager to own strategic outcomes for a portfolio of large, complex accounts and raise the bar for excellence in the team. You will act as a strategic consultant, driving AI adoption and governance, and guiding customers through workflow transformations with AI features.

You will manage health scores, lead multi-use case strategies, deliver verifiable outcomes, and partner with Sales to forecast renewals and growth.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management with ownership of enterprise relationships.
• Proven track record of driving measurable customer outcomes.
• Strong analytical fluency and ability to present ROI to executives.
• Executive presence: credible with C-suite and able to lead high-stakes conversations.
• AI fluency with ability to advise on AI adoption strategy, governance, and workflows.

Responsibilities

• Own outcomes end-to-end by building and executing outcome-driven account plans.
• Manage health score across ROI, adoption, utilization, and engagement; drive year-over-year improvements.
• Lead multi-use case and multi-feature adoption strategies linked to customer ROI.
• Deliver referenceable outcomes and seek VO champion status within key accounts.
• Lead AI adoption and change management, onboarding, governance, and defensibility guidance.
• Develop playbooks or enablement assets and mentor peers; share customer insights for product and operations.

Skills

Account Management

Executive presence

AI fluency

Change management

Cross-functional collaboration

Tools

Gainsight

Salesforce

Job description

Relativity seeks a Senior Customer Success Manager to own strategic outcomes for a portfolio of large, complex accounts and raise the bar for excellence in the team. You will act as a strategic consultant, driving AI adoption and governance, and guiding customers through workflow transformations with AI features.

You will manage health scores, lead multi-use case strategies, deliver verifiable outcomes, and partner with Sales to forecast renewals and growth.