Senior AI-Driven Customer Success Strategist

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

Job summary

Relativity seeks a Senior Customer Success Manager to own outcomes for large, complex accounts and drive adoption of the aiR Suite. You will act as a strategic consultant, guiding customers through AI governance, workflow transformation, and executive-level conversations.

You will lead cross-functional, multi-use case initiatives, build account plans, and deliver measurable ROI. A hybrid/remote posting supports collaboration with customers and teams while maintaining strong executive presence.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management.
• Proven record of driving measurable customer outcomes.
• Strong analytical fluency: able to build and present data-backed ROI narratives.
• Executive presence: credible with C-suite executives.
• AI fluency: able to advise on aiR adoption strategy and governance.
• Change-management capability: guiding internal AI adoption.
• Experience leading cross-functional initiatives without formal authority.

Responsibilities

• Own outcomes end-to-end with multi-use case adoption strategies.
• Manage health score across ROI, adoption, utilization, engagement; drive YoY improvement.
• Lead adoption of GenAI aiR Suite at account level; design clear goal plans.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Relationship Management

Strategic Planning

AI fluency

Change management

Job description

Relativity seeks a Senior Customer Success Manager to own outcomes for large, complex accounts and drive adoption of the aiR Suite. You will act as a strategic consultant, guiding customers through AI governance, workflow transformation, and executive-level conversations.

You will lead cross-functional, multi-use case initiatives, build account plans, and deliver measurable ROI. A hybrid/remote posting supports collaboration with customers and teams while maintaining strong executive presence.