Senior AI-Driven Customer Success Leader (Hybrid/Remote)

Relativity; Nebraska; Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts, acting as a strategic consultant for AI-driven workflows in legal tech. You will lead adoption of the GenAI aiR Suite, guide governance, and secure executive sponsorship to transform how customers work with AI.

You will nurture multi-threaded relationships, deliver tailored Business Reviews, and drive revenue retention and expansion while mentoring peers and elevating team

Qualifications

• 5–8 years in Customer Success or related roles.
• Proven ability to drive measurable customer outcomes.
• Strong analytical skills and ROI storytelling to executives.
• Experience with enterprise SaaS and AI adoption preferred.

Responsibilities

• Build outcome-driven account plans anchored to each customer's business objectives.
• Own the customer's health score across ROI, adoption, utilization, engagement; drive year-over-year improvement.
• Lead multi-use case and multi-feature adoption strategies; connect platform depth to measurable ROI.
• Deliver referenceable outcomes and executive-level narratives for key accounts.
• Partner with Sales on renewals and expansions; identify growth signals to inform strategy.

Skills

Account Management

Strategic Planning

Executive Communication

CRM

ROI storytelling

Cross-functional

Change management

AI adoption

Stakeholder mgmt

Negotiation

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts, acting as a strategic consultant for AI-driven workflows in legal tech. You will lead adoption of the GenAI aiR Suite, guide governance, and secure executive sponsorship to transform how customers work with AI.

You will nurture multi-threaded relationships, deliver tailored Business Reviews, and drive revenue retention and expansion while mentoring peers and elevating team