Strategic AI Adoption CSM — Executive Partnerships

Relativity; Baltimore (MD); Hybrid; USD 82,000 - 124,000; Full time

Benefits offered by this job

Competitive compensation

Annual performance bonus

Long-term incentives

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts and elevate success through AI-driven adoption. You will act as a strategic consultant, guiding customers on aiR Suite implementation, governance, and workflow transformation.

You will build executive relationships, deliver tailored business reviews, and drive cross-functional collaboration to unlock ROI and renewals across the lifecycle. Remote/hybrid options available in the US.

Qualifications

• Experience in legal technology, eDiscovery, or regulated workflows.
• Proven track record of delivering measurable customer outcomes.
• Strong analytical ability with data-backed ROI storytelling.
• Executive presence and credibility with C-suite stakeholders.
• Experience leading cross-functional initiatives without formal authority.

Responsibilities

• Build and execute outcome-driven account plans aligned to business objectives.
• Own the health score across ROI, adoption, utilization, and engagement.
• Lead multi-use case adoption strategies to drive ROI.
• Deliver referenceable outcomes that serve as marketing assets.
• Own adoption of AI Suite and plan for each account.
• Lead executive-level business reviews and forums.
• Develop at least one playbook or enablement asset per year.

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 seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts and elevate success through AI-driven adoption. You will act as a strategic consultant, guiding customers on aiR Suite implementation, governance, and workflow transformation.

You will build executive relationships, deliver tailored business reviews, and drive cross-functional collaboration to unlock ROI and renewals across the lifecycle. Remote/hybrid options available in the US.