Senior AI-Driven CSM for Enterprise Legal Tech

Relativity; New Jersey; 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. You will drive AI adoption, governance, and change management, aligning platform depth with customer ROI.

The role requires executive-level relationship building, cross-functional leadership, and a data-driven approach. You will manage health scores, lead multi-use case adoption, and partner with Sales on renewals and expansions.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with enterprise relationships.
• Proven record of driving measurable customer outcomes and ROI.
• Strong analytical fluency with data-backed ROI narratives for execs.
• Executive presence; ability to lead high-stakes conversations with clarity.
• AI adoption, governance, and change-management capabilities.
• Experience leading cross-functional initiatives without formal authority.

Responsabilités

• Own outcomes for a portfolio of large, complex accounts end-to-end.
• Build outcome-driven account plans aligned to business objectives.
• Manage health scores across ROI, adoption, utilization, and engagement.
• Lead AI adoption and change-management initiatives at scale.
• Partner with Sales on renewals and identify expansion signals.
• Maintain executive relationships and run tailored Business Reviews.

Connaissances

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Executive Presence

AI Fluency

Change 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. You will drive AI adoption, governance, and change management, aligning platform depth with customer ROI.

The role requires executive-level relationship building, cross-functional leadership, and a data-driven approach. You will manage health scores, lead multi-use case adoption, and partner with Sales on renewals and expansions.