Senior Strategic CSM: AI Adoption & Executive Partnerships

Relativity; New Mexico; 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, strategic accounts, acting as a strategic consultant and change-management partner in the adoption of AI-powered workflows.

You will lead multi-use case adoption, governance planning, and executive-level conversations, building tailored onboarding and playbooks while driving measurable ROI and customer retention across the account lifecycle.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management.
• Proven record of driving measurable customer outcomes.
• Strong analytical fluency: able 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: able to advise on AI adoption strategy, governance, and workflow transformation.
• Change-management capability: help customers build the internal case for AI adoption.
• Experience leading cross-functional initiatives without formal authority.

Responsibilities

• Own outcomes for a portfolio of large or strategic accounts; raise the bar for excellence across the team.
• Build and execute outcome-driven account plans aligned to each customer's objectives.
• Own the health score across ROI, adoption, utilization, and engagement; drive year-over-year improvement.
• Lead multi-use case and multi-feature adoption strategies; tie platform depth to customer ROI.
• Deliver referenceable outcomes that serve as marketing assets; pursue VO champion status in key accounts.
• Lead adoption of GenAI aiR Suite at account level; plan, identify blockers, and drive next steps.
• Redesign workflows and quantify ROI at the project level; build internal case for change.
• Deliver customized onboarding sessions and tailor advanced sessions to customer needs.
• Advise on aiR governance and defensibility: what to automate, what to govern, where human expertise remains.
• Document and share AI adoption and change-management playbooks.
• Identify renewal dynamics, build business case for renewal with Sales, and surface expansion signals.
• Build multi-threaded relationships with executives; lead Business Reviews and Success Forums.
• Develop at least one playbook or enablement asset per year; mentor L4 CSMs.
• Represent team in cross-functional forums and bring customer insight to product and operations.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

Customer Relationship Management

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 a portfolio of large, strategic accounts, acting as a strategic consultant and change-management partner in the adoption of AI-powered workflows.

You will lead multi-use case adoption, governance planning, and executive-level conversations, building tailored onboarding and playbooks while driving measurable ROI and customer retention across the account lifecycle.