Senior Strategic CSM: AI Adoption & Enterprise Accounts

Relativity; Denver (CO); Hybrid; USD 82.000 - 124.000; Vollzeit

Zusammenfassung

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategically important accounts and drive AI adoption across legal tech workflows. You will act as a strategic consultant, guiding governance, ROI, and change management to transform how customers practice law with AI.

You will lead multi-use case adoption, manage health scores, and craft executive-level communications while partnering with Sales and Product to maximize value and retention.

Qualifikationen

• 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: able to build data-backed ROI narratives for executives.
• Executive presence: credible with C-suite and high-stakes conversations.
• AI fluency: advise on aiR adoption strategy, workflows, governance.
• Change-management capability: help customers build internal case for AI adoption.
• Experience leading cross-functional initiatives without formal authority.
• Experience in legal tech, eDiscovery, or regulated workflows.

Aufgaben

• Own customer outcomes end-to-end with outcome-driven account plans and health scores across ROI, adoption, utilization, and engagement.
• Lead AI adoption and change management, building adoption plans, addressing blockers, and guiding next steps for each account.
• Lead risk, retention, and growth strategies, identifying renewal dynamics and surface expansion signals to Sales.
• Operate with executive presence and stakeholder depth, building multi-threaded relationships including C-suite sponsors and conducting tailored business reviews.
• Elevate team standards by developing playbooks or enablement assets and mentoring junior CSMs; share customer insights across functions.

Kenntnisse

Customer Success

Executive presence

Analytical skills

ROI storytelling

Cross-functional collaboration

AI fluency

Change management

Leadership without authority

Account management

Tools

Gainsight

Salesforce

Jobbeschreibung

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategically important accounts and drive AI adoption across legal tech workflows. You will act as a strategic consultant, guiding governance, ROI, and change management to transform how customers practice law with AI.

You will lead multi-use case adoption, manage health scores, and craft executive-level communications while partnering with Sales and Product to maximize value and retention.