Senior AI Adoption & Success Executive (Hybrid/Remote)

Relativity; Las Vegas (NV); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity’s Senior Customer Success Manager leads outcomes for large, strategic accounts, acting as a strategic consultant for AI-driven law practice transformation. You will own adoption of our GenAI aiR Suite, drive multi-use case implementations, and guide governance and change management at executive levels.

You will build account plans, monitor health metrics across ROI, adoption, utilization, and engagement, and partner with Sales to identify renewal and expansion signals.

Qualifications

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

Responsibilities

• Own Customer Outcomes End-to-End; build and execute outcome-driven account plans aligned to customer objectives
• Own the customer's health score across ROI, adoption, utilization, and engagement; drive year-over-year improvements
• Lead multi-use case and multi-feature adoption strategies; link platform depth to customer ROI
• Deliver referenceable outcomes that become marketing assets and drive executive engagement
• Lead AI adoption and change management at the account level; plan adoption paths and identify blockers
• Deliver customized onboarding presentations and tailor advanced sessions to customer needs
• Advise customers on aiR governance and defensibility: what to automate and what to govern
• Document and share AI adoption playbooks to be used as team standards
• Identify renewal risk early and partner with Sales to build a renewal business case
• Build executive relationships (C-suite sponsors) and lead Business Reviews and Success Forums
• Navigate complex stakeholder environments and orchestrate change without formal authority
• Create playbooks or enablement assets for team-wide adoption
• Mentor L4 CSMs on VO quality, exec engagement, and change-management strategy
• Represent the team in cross-functional forums to feed product and enablement decisions
• Use generative AI tools to automate routine work and model AI-enabled execution

Skills

Executive presence

ROI storytelling

AI adoption

Change management

Tools

Gainsight

Salesforce

Job description

Relativity’s Senior Customer Success Manager leads outcomes for large, strategic accounts, acting as a strategic consultant for AI-driven law practice transformation. You will own adoption of our GenAI aiR Suite, drive multi-use case implementations, and guide governance and change management at executive levels.

You will build account plans, monitor health metrics across ROI, adoption, utilization, and engagement, and partner with Sales to identify renewal and expansion signals.