Senior Strategic CSM: AI Adoption & Growth

LE0001 Relativity ODA LLC; Illinois; Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is looking for a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic law-tech accounts. You will act as a strategic consultant, guiding AI feature adoption and governance, and driving ROI across multiple use cases.

You will lead adoption strategies, supervise health metrics, and deliver tailored onboarding. The role requires executive-level engagement and a track record in enterprise customer success.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management.
• Proven record of driving measurable customer outcomes.
• Executive presence: able to lead high-stakes conversations with clarity.
• AI fluency: able to advise on AI adoption and governance.

Responsibilities

• Build and execute outcome-driven account plans aligned to customer objectives.
• Own the health score across ROI, adoption, utilization, and engagement.
• Lead multi-use case and feature adoption strategies with ROI focus.
• Deliver referenceable outcomes to support marketing assets and renewals.
• Lead AI adoption and change management for GenAI aiR Suite at account level.
• Navigate complex stakeholder environments and influence without formal authority.

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 looking for a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic law-tech accounts. You will act as a strategic consultant, guiding AI feature adoption and governance, and driving ROI across multiple use cases.

You will lead adoption strategies, supervise health metrics, and deliver tailored onboarding. The role requires executive-level engagement and a track record in enterprise customer success.