Senior Strategic CSM: AI Adoption & Exec Partnerships

Relativity; Wisconsin; Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts, guiding AI-driven litigation workflows and governance. You will act as a strategic consultant, shaping adoption plans and executive-level conversations.

You will lead multi-use case adoption, manage health metrics, and partner with Sales to drive renewals and expansion, while mentoring peers and building reusable playbooks.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management.
• Proven ownership of complex enterprise relationships.
• Strong 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 on aiR adoption strategy, governance, and workflow transformation.

Responsibilities

• Own outcomes for a portfolio of strategic accounts and drive multi-use case adoption.
• Lead AI adoption and change-management initiatives, guiding governance and ROI calculations.
• Identify renewal and expansion signals and partner with Sales to build the business case for renewal.
• Develop and deliver executive-level Business Reviews and Success Forums with quantified impact.
• Mentor peers and contribute to team playbooks and enablement assets.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts, guiding AI-driven litigation workflows and governance. You will act as a strategic consultant, shaping adoption plans and executive-level conversations.

You will lead multi-use case adoption, manage health metrics, and partner with Sales to drive renewals and expansion, while mentoring peers and building reusable playbooks.