Senior AI-Driven Customer Success Strategy Lead

Relativity; Montana; 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, complex accounts and lead adoption of GenAI aiR Suite. You will act as a strategic advisor, guiding governance, workflows, and ROI calculations, while partnering with Sales on renewals and expansions.

You will build executive relationships, deliver tailored onboarding, and share playbooks to uplift team performance across the organization.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with ownership of complex enterprise relationships.
• Proven record of driving measurable customer outcomes.
• Strong analytical fluency with data-backed ROI narratives for exec audiences.

Responsibilities

• Own outcomes for a portfolio of large, complex, or strategic accounts; raise the bar for team excellence.
• Lead AI adoption and change-management strategies; guide governance and ROI at project level.
• Identify renewal and expansion signals; partner with Sales to build business cases without owning the transaction.
• Operate with executive presence; lead business reviews and determine action with C-suite stakeholders.
• Develop at least one playbook or enablement asset per year adopted by peers.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts and lead adoption of GenAI aiR Suite. You will act as a strategic advisor, guiding governance, workflows, and ROI calculations, while partnering with Sales on renewals and expansions.

You will build executive relationships, deliver tailored onboarding, and share playbooks to uplift team performance across the organization.