Strategic AI Adoption & Customer Success Lead

Relativity; Kansas; Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and act as a trusted advisor on AI-driven governance and workflow transformation.

You will build outcome‑driven account plans, manage health scores across ROI, adoption, utilization and engagement, lead multi‑use‑case adoption, and partner with Sales to surface expansion opportunities, while delivering executive‑level reviews and scalable playbooks.

Qualifications

• Experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment.
• 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.
• Strong executive presence with ability to engage C-suite.

Responsibilities

• Build and execute outcome-driven account plans anchored to each customer's business objectives.
• Own the customer's health score across 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.
• Advise customers on aiR governance and defensibility: what to automate, what to govern, and where human expertise is irreplaceable.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and act as a trusted advisor on AI-driven governance and workflow transformation.

You will build outcome‑driven account plans, manage health scores across ROI, adoption, utilization and engagement, lead multi‑use‑case adoption, and partner with Sales to surface expansion opportunities, while delivering executive‑level reviews and scalable playbooks.