Senior Enterprise AI Adoption CSM

Relativity; Seattle (WA); 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 advance AI-enabled workflows. You will drive adoption, governance, and ROI across multi-use cases, while guiding risk, retention, and growth with senior stakeholders.

You’ll partner with product and enablement teams to deliver tailored sessions, build executive relationships, and create scalable playbooks that elevate team performance and customer value.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management.
• Proven record of driving measurable customer outcomes.
• Strong analytical fluency; able to build data-backed ROI narratives for executive audiences.
• Executive presence: credible with C-suite and able to lead high-stakes conversations.
• AI fluency: advise on aiR adoption strategy, governance, and workflows.

Responsibilities

• Own outcomes for a portfolio of large or complex accounts end-to-end.
• Lead AI adoption and change management at the account level and redefine workflows.
• Drive risk, retention, and growth strategies with executives and Sales when needed.
• Cultivate executive relationships (C-suite) and lead business reviews with narrative control and quantified impact.
• Create and share playbooks and enablement assets; mentor peers in VO quality and AI adoption.

Skills

Executive presence

AI fluency

Change management

Cross-functional leadership

ROI storytelling

Customer outcomes

Stakeholder management

Enterprise relationships

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and advance AI-enabled workflows. You will drive adoption, governance, and ROI across multi-use cases, while guiding risk, retention, and growth with senior stakeholders.

You’ll partner with product and enablement teams to deliver tailored sessions, build executive relationships, and create scalable playbooks that elevate team performance and customer value.