Senior Enterprise AI Success & Adoption Leader

Relativity; Los Angeles (CA); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts, acting as a strategic consultant and change-management partner for AI-enabled workflows. You will drive multi-use-case adoption, govern AI governance, and engage executives with ROI-focused narratives.

You’ll build health scores, craft adoption plans, and lead tailored business reviews to elevate customer value and renewal probability.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management with enterprise relationships.
• Proven track record of driving measurable customer outcomes.
• Strong analytical fluency and ability to present ROI to executives.
• Executive presence and ability to lead high-stakes discussions with CXOs.
• AI fluency: advise on AI adoption, governance, and workflow change.
• Change-management skills across varied stakeholders.
• Experience leading cross-functional initiatives without formal authority.
• Experience in legal tech, eDiscovery, or regulated workflows.

Responsibilities

• Own outcomes end-to-end for a portfolio of large or strategic accounts.
• Build and execute outcome-driven account plans aligned to business objectives.
• Manage health score across ROI, adoption, utilization, and engagement.
• Lead multi-use case adoption and tie platform depth to ROI.
• Deliver referenceable outcomes for marketing assets and VO champions.
• Lead AI adoption and change management at the account level.
• Advise on aiR governance, defensibility, and automate where appropriate.
• Develop onboarding, playbooks, and enablement for teams.
• Nurture executive relationships and conduct tailored Business Reviews.

Skills

Account Management

Customer Success

Executive Presence

AI Adoption

Change Management

Cross-Functional Leadership

CRM Platforms

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts, acting as a strategic consultant and change-management partner for AI-enabled workflows. You will drive multi-use-case adoption, govern AI governance, and engage executives with ROI-focused narratives.

You’ll build health scores, craft adoption plans, and lead tailored business reviews to elevate customer value and renewal probability.