Senior AI-Driven Customer Success Leader

Relativity; Boise (ID); Híbrido; USD 82 000 - 124 000; Tempo integral

Resumo da oferta

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts in the legal-tech space. You will act as a strategic consultant, guiding AI adoption, governance, and workflow transformation to achieve measurable ROI.

In this hybrid/remote role, you will build outcome-driven plans, monitor health metrics, and lead cross-functional teams to drive adoption, retention, and expansion across multiple features.

Qualificações

• 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 ROI narratives to executives.
• Executive presence for high-stakes conversations; AI fluency for adoption strategy.

Responsabilidades

• Own outcomes end-to-end with outcome-driven account plans aligned to customer objectives.
• Manage health score across ROI, adoption, utilization, and engagement; drive YoY improvements.
• Lead multi-use case adoption strategies linking platform depth to customer ROI.
• Deliver referenceable outcomes that support marketing assets and renewals.
• Lead AI adoption and change management, guiding governance and workflow redesign.
• Advise on aiR governance and defensibility, identifying what to automate and govern.

Conhecimentos

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Ferramentas

Gainsight

Salesforce

Descrição da oferta de emprego

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts in the legal-tech space. You will act as a strategic consultant, guiding AI adoption, governance, and workflow transformation to achieve measurable ROI.

In this hybrid/remote role, you will build outcome-driven plans, monitor health metrics, and lead cross-functional teams to drive adoption, retention, and expansion across multiple features.