Senior Strategic AI CSM – Enterprise Accounts

Relativity; Portland (OR); 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, acting as a strategic consultant and change-management partner in the AI-powered legal workflow space.

You will lead multi-use case adoption, advise on aiR governance, and deliver tailored onboarding while driving measurable ROI for executive sponsors across the customer base.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management with ownership of complex enterprise relationships.
• Proven track record of driving measurable customer outcomes.
• Strong analytical fluency with data-backed ROI narratives for executives.
• Executive presence: credible with C-suite and able to lead high-stakes conversations.
• AI fluency: advise on aiR adoption strategy, governance, and workflow transformation.
• Change-management capability to build internal case for AI adoption and navigate resistance.
• Experience leading cross-functional initiatives without formal authority.
• Experience in legal technology, eDiscovery, litigation support, or regulated workflows.

Responsibilities

• Own outcomes end-to-end by building and executing outcome-driven account plans.
• Manage health score across ROI, adoption, utilization, and engagement; drive year-over-year improvement.
• Lead multi-use-case and multi-feature adoption strategies to link depth to ROI.
• Deliver referenceable outcomes that become marketing assets and aim for VO champion status.
• Drive AI adoption and change management; design plans, identify blockers, and outline next steps.
• Lead executives through business reviews and success forums with quantified impact.
• Develop playbooks/assets and mentor peers; represent team in cross-functional forums.

Skills

Executive presence

AI fluency

Change management

Stakeholder management

Strategic thinking

Tools

Gainsight

Salesforce

CRM platforms

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts, acting as a strategic consultant and change-management partner in the AI-powered legal workflow space.

You will lead multi-use case adoption, advise on aiR governance, and deliver tailored onboarding while driving measurable ROI for executive sponsors across the customer base.