Senior AI Adoption & Strategy Customer Success Manager

Relativity; Albuquerque (NM); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts, guiding AI-enabled transformations in legal workflows. You will drive multi-use case adoption, manage health metrics, and partner with Sales on renewals and expansion.

You will lead strategy development, conduct executive-level reviews, and design change-management playbooks to ensure measurable ROI and customer success across high-stakes engagements.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management with enterprise relationships
• Proven record of driving measurable customer outcomes
• Strong analytical fluency for ROI narratives to executives
• Executive presence for high-stakes conversations with clarity and authority
• AI fluency for advising on AI adoption strategy and governance
• Change-management capability to build internal case for AI adoption

Responsibilities

• Own outcomes for a portfolio of accounts and drive health score across ROI, adoption, utilization, and engagement
• Lead AI adoption and change management; design plans, identify blockers, and drive ROI at project level
• Deliver onboarding sessions and tailor advanced sessions to customer needs
• Advise on aiR governance and defensibility: what to automate and what to govern
• Develop playbooks or enablement assets annually and mentor junior CSMs
• Build executive relationships and conduct Business Reviews with quantified impact

Skills

Executive presence

AI fluency

Change-management

Cross-functional collaboration

Storytelling / ROI narratives

Relationship management

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts, guiding AI-enabled transformations in legal workflows. You will drive multi-use case adoption, manage health metrics, and partner with Sales on renewals and expansion.

You will lead strategy development, conduct executive-level reviews, and design change-management playbooks to ensure measurable ROI and customer success across high-stakes engagements.