Senior Strategic AI Customer Success Manager

Relativity; New Orleans (LA); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own strategic outcomes for a portfolio of large accounts. You’ll act as a strategic consultant, guiding customers through AI-enabled workflows, governance, and change management to transform how they practice law with AI.

You will lead multi-use case adoption, manage health scores, and drive ROI-centric outcomes while partnering with Sales on renewals and expansion signals in a regulated enterprise environment.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management
• Proven record of driving measurable customer outcomes
• Strong analytical fluency with ROI narratives for exec audiences
• Executive presence with C-suite audiences
• AI fluency for advising on AI adoption and governance
• Change-management capability across stakeholders
• Experience leading cross-functional initiatives without formal authority
• Experience in enterprise, regulated workflows or legal tech environments

Responsibilities

• Own customer outcomes end-to-end with outcome-driven account plans
• Manage health score across ROI, adoption, utilization, and engagement
• Lead multi-use case adoption and connect platform depth to ROI
• Deliver referenceable outcomes and high-level executive engagement
• Lead AI adoption and change management at the account level
• Design onboarding and tailor advanced sessions for customers
• Advise on governance and defensibility of AI workflows
• Document and share AI adoption playbooks and best practices

Skills

Enterprise relationships

ROI storytelling

Executive presence

AI fluency

Change management

Cross-functional leadership

Customer success

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own strategic outcomes for a portfolio of large accounts. You’ll act as a strategic consultant, guiding customers through AI-enabled workflows, governance, and change management to transform how they practice law with AI.

You will lead multi-use case adoption, manage health scores, and drive ROI-centric outcomes while partnering with Sales on renewals and expansion signals in a regulated enterprise environment.