Senior Strategic Customer Success Manager

Relativity; South Carolina; Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity seeks a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and to drive AI adoption across legal workflows.

You will partner with executives, lead multi-use case adoption, and deliver ROI-focused programs while shaping governance and change management. This role blends strategic consulting with hands-on account leadership, and requires strong analytical and communication skills.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management.
• Proven record of driving measurable customer outcomes.
• Strong analytical fluency: data-backed ROI narratives for executives.
• Executive presence: credible with C-suite and high-stakes conversations.
• AI fluency: advise on AI adoption strategy, governance, and workflows.
• Change-management capability to build internal case for AI adoption.

Responsibilities

• Build and execute outcome-driven account plans aligned to customer objectives.
• Own health score across ROI, adoption, utilization, and engagement; improve year over year.
• Lead multi-use case and multi-feature adoption strategies; link platform depth to ROI.
• Deliver referenceable outcomes as marketing assets and drive VO champion status.
• Lead AI adoption and change-management at the account level; design next steps for each account.
• Advise on AI governance and defensibility: what to automate and what to govern.
• Document and share AI adoption playbooks; set team standards.
• Identify renewal dynamics and surface expansion signals to Sales.

Skills

Account Management

Collaboration

Communication

Customer Relationship Management

Relationship Management

Strategic Planning

Customer Success

Executive Presence

Tools

Gainsight

Salesforce

Job description

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
• Navigated 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