Senior Strategic Customer Success Manager

Relativity; Colorado; Hybrid; USD 82.000 - 124.000; Vollzeit

Zusammenfassung

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts and drive AI-driven workflow transformation. You will act as a strategic consultant, guiding customers through adoption, governance, and change management while maintaining executive-level engagement.

You will lead multi-use case adoption, craft account plans, and manage health scores across ROI, adoption, utilization, and engagement.

Qualifikationen

• Experience in legal technology, eDiscovery, or regulated workflows.
• Ability to build ROI narratives for executive audiences.
• Experience leading enterprise-level customer success with C-suite leadership.

Aufgaben

• Own customer outcomes end-to-end with outcome-driven account plans anchored to business objectives.
• Manage the customer health score across ROI, adoption, utilization, and engagement.
• Lead AI adoption and change-management initiatives for GenAI aiR Suite at the account level.
• Identify renewal opportunities and surface expansion signals in partnership with Sales.
• Build executive-level Business Reviews and success forums with quantified impact.

Kenntnisse

Account management

Analytical skills

Executive presence

AI fluency

Change management

Cross-functional leadership

Stakeholder management

Tools

Gainsight

Salesforce

Jobbeschreibung

Job Overview

The Senior Customer Success Manager owns outcomes for a portfolio of large, complex, or strategically important accounts and raises the bar for what excellence looks like across the team. This role operates as a strategic consultant and change-management partner, helping customers adopt new product features and transform how they practice law with AI. Senior CSMs lead multi-use case adoption, advise on AI governance and workflow defensibility, and bring executive presence to high-stakes customer conversations.

Posting Type

Hybrid/Remote

Own Customer Outcomes End-to-End

• Build and execute outcome-driven account plans anchored to each customer's business objectives
• Own the customer's health score across all four dimensions (ROI, adoption, utilization, engagement); drive year-over-year improvement
• Lead multi-use case and multi-feature adoption strategies; connect platform depth and breadth to measurable customer ROI
• Deliver referenceable Verified Outcomes that serve as marketing assets; target VO champion status within key accounts
  

Lead AI Adoption and Change Management

• Own adoption of our GenAI aiR Suite at the account level, building a clear plan to goal, identifying blockers, overcoming objections, and identifying next steps for each account
• Lead the conversation from "how to use the product" to "how to transform the way you work," helping customers redesign workflows, calculate their return on investment at the project level, and build the internal case for change
• Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs
• Advise customers on aiR governance and defensibility: what to automate, what to govern, and where human expertise is irreplaceable
• Document and share AI adoption and change-management playbooks that become team standards
  

Lead Risk, Retention, and Growth Strategy

• Independently identify, own, and remediate health risks before they become escalations or commercial risks
• Anticipate renewal-year dynamics and, in partnership with Sales, build the business case for renewal throughout the account lifecycle
• Identify expansion signals and surface them to Sales with a documented account perspective; act as a credible commercial partner without owning the transaction
  

Operate with Executive Presence and Stakeholder Depth

• Build multi-threaded relationships, including C-suite and executive sponsors; be recognized by customers as a peer
• Lead tailored Business Reviews and Success Forums with narrative control, business-outcome framing, and quantified impact
• Navigate complex stakeholder environments; influence direction, challenge assumptions, and orchestrate change without formal authority
  

Elevate Team Standards and Build Leverage

• Develop at least one playbook, framework, or enablement asset per year that is adopted by peers or incorporated into team methodology
• Serve as an informal mentor to L4 CSMs; provide coaching on VO quality, exec engagement, AI adoption conversations, and change-management strategy
• Represent the team in cross-functional forums; bring customer insight back to inform product, enablement, and operational decisions
• Use generative AI tools to absorb routine work and model what AI-accelerated execution looks like for the broader team
  

What We're Looking For

• 5–8 years in Customer Success, Consulting, or Account Management, with demonstrated ownership of complex enterprise relationships
• 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, able to lead high-stakes conversations with clarity and authority
• AI fluency: able to advise customers on aiR adoption strategy, workflow transformation, and governance
• Change-management capability: able to help customers build the internal case for AI adoption and navigate resistance across stakeholder levels
• Experience leading cross-functional initiatives without formal authority
  

Required

• Experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment
  

Preferred

• Expertise in AI adoption strategies within enterprise SaaS, including governance and defensibility frameworks
• Gainsight, Salesforce, or equivalent CS platform proficiency
• Hands-on experience advising legal teams on AI workflow integration
  

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$82,000 and $124,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills

Account Management, Collaboration, Communication, Customer Advocacy, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, Strategic Planning