Senior AI-Driven Customer Success Strategist

Relativity; Chicago (IL); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and elevate team standards. You will act as a strategic consultant, guiding customers through AI-enabled governance, workflow transformation, and multi-use case adoption.

You will lead executive-level conversations, tailor onboarding, and collaborate across functions to ensure measurable ROI and long-term customer success. This role blends strategic advisory with hands-on program leadership.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management with ownership of complex enterprise relationships.
• Proven record of driving measurable customer outcomes and ROI narratives.
• Executive presence: credible with C-suite and able to lead high-stakes conversations.

Responsibilities

• Own Customer Outcomes End-to-End with outcome-driven account plans
• Own the health score across ROI, adoption, utilization, engagement; drive YoY improvement
• Lead multi-use case and multi-feature adoption strategies tied to customer ROI
• Deliver referenceable outcomes and marketing assets; target VO champion status
• Lead AI Adoption and Change Management for GenAI aiR Suite at account level
• Redesign workflows and calculate ROI at project level; build internal case for change
• Deliver customized onboarding and tailored advanced sessions
• Advise on aiR governance and defensibility: what to automate and govern
• Document AI adoption playbooks for team standards
• Identify risk, renewal dynamics, and surface expansion signals to Sales
• Build executive relationships and lead Business Reviews with quantified impact
• Navigate stakeholder environments and orchestrate change without authority
• Develop playbooks/assets per year adopted by peers
• Mentor L4 CSMs on VO quality and exec engagement
• Represent team in cross-functional forums to inform product and ops

Skills

Customer Success

Consulting

Account Management

Executive presence

AI fluency

Change management

Cross-functional leadership

Data storytelling

Gainsight

Salesforce

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and elevate team standards. You will act as a strategic consultant, guiding customers through AI-enabled governance, workflow transformation, and multi-use case adoption.

You will lead executive-level conversations, tailor onboarding, and collaborate across functions to ensure measurable ROI and long-term customer success. This role blends strategic advisory with hands-on program leadership.