Senior Strategic CSM: AI Adoption & Outcomes

Relativity; Charleston (WV); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is a leading provider transforming legal practices with AI, seeking a Senior Customer Success Manager to own outcomes for large enterprise accounts. You will help customers adopt GenAI features and redesign workflows to achieve ROI.

In a hybrid/remote role, you will lead multi-use case adoption, advise on AI governance, and drive executive-level conversations to sustain renewal and growth across the account lifecycle.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management.
• Proven ability to drive measurable customer outcomes.
• Strong analytical fluency to present data-backed ROI narratives to executives.
• Executive presence: credible with C-suite and able to lead high-stakes conversations.
• AI fluency: advise on aiR adoption strategy, governance, and workflow transformation.
• Change-management capability across stakeholder levels.

Responsibilities

• Own customer outcomes end-to-end with outcome-driven account plans anchored to business objectives.
• Own the health score across ROI, adoption, utilization, and engagement; drive year-over-year improvement.
• Lead multi-use case adoption strategies and connect platform depth to measurable ROI.
• Deliver referenceable Verified Outcomes that support marketing assets and renewal conversations.
• Lead AI adoption and change-management plans at the account level; advise on governance and defensibility.
• Conduct executive business reviews and success forums with narrative control and quantified impact.

Skills

Account Management

Executive presence

AI fluency

Change management

Cross-functional leadership

ROI storytelling

Job description

Relativity is a leading provider transforming legal practices with AI, seeking a Senior Customer Success Manager to own outcomes for large enterprise accounts. You will help customers adopt GenAI features and redesign workflows to achieve ROI.

In a hybrid/remote role, you will lead multi-use case adoption, advise on AI governance, and drive executive-level conversations to sustain renewal and growth across the account lifecycle.