Senior Strategic CSM: AI Adoption & Executive Outcomes

Relativity; Jacksonville (FL); Hybrid; USD 82.000 - 124.000; Vollzeit

Benefits dieser Stelle

Annual performance bonus

Long-term incentives

Zusammenfassung

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and drive AI-enabled transformations within legal workflows. You’ll lead multi-use case adoption, govern AI adoption, and maintain executive relationships to ensure measurable ROI.

You will guide customers through change management, craft strategic account plans, and collaborate across teams to deliver verified outcomes that strengthen renewal and expansion opportunities.

Qualifikationen

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

Aufgaben

• Own outcomes end-to-end with outcome-driven account plans.
• Own health score across ROI, adoption, utilization, and engagement; drive improvement.
• Lead multi-use case and multi-feature adoption strategies tied to ROI.
• Deliver referenceable Verified Outcomes as marketing assets; achieve VO champion status.
• Lead AI adoption and change management at the account level; plan blockers and next steps.
• Advise on aiR governance and defensibility: what to automate and govern.
• Document and share AI adoption playbooks and team standards.
• Identify renewal dynamics and build the business case for renewal with Sales.
• Build relationships with executives; lead Business Reviews and Success Forums.
• Use AI tools to absorb routine work and model AI-accelerated execution.

Kenntnisse

Account Management

Collaboration

Communication

Customer Advocacy

Customer Relationship Management

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Tools

Gainsight

Salesforce

Jobbeschreibung

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and drive AI-enabled transformations within legal workflows. You’ll lead multi-use case adoption, govern AI adoption, and maintain executive relationships to ensure measurable ROI.

You will guide customers through change management, craft strategic account plans, and collaborate across teams to deliver verified outcomes that strengthen renewal and expansion opportunities.