Senior Strategic CSM - AI Adoption & Exec Partnerships

Relativity; Minneapolis (MN); 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 accounts in a hybrid/remote environment in the United States. The role focuses on strategic advisory, AI governance, and change management to transform how legal teams leverage AI.

You will drive multi-use case adoption, build executive-level business reviews, and partner with Sales to identify renewal and expansion opportunities while elevating team standards.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with ownership of enterprise relationships
• Proven record of driving measurable customer outcomes
• Strong analytical fluency: ability to build and present data-backed ROI narratives to executive audiences
• Executive presence: credible with C-suite and able to lead high-stakes conversations
• AI fluency: advise customers on aiR adoption strategy, governance, and workflow transformation
• Change-management capability: help customers build internal case for AI adoption and navigate resistance
• Experience leading cross-functional initiatives without formal authority

Responsibilities

• Own outcomes for a portfolio of accounts and drive ROI, adoption, utilization, and engagement metrics
• Lead AI adoption and change management, building plans and removing blockers
• Deliver tailored onboarding and executive business reviews to showcase value
• Manage renewal and expansion signals in partnership with Sales
• Develop playbooks and enablement assets for the team

Skills

Executive presence

Analytical thinking

Cross-functional collaboration

Change management

AI fluency

Communication

Stakeholder management

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large accounts in a hybrid/remote environment in the United States. The role focuses on strategic advisory, AI governance, and change management to transform how legal teams leverage AI.

You will drive multi-use case adoption, build executive-level business reviews, and partner with Sales to identify renewal and expansion opportunities while elevating team standards.