Strategic AI Adoption & Customer Success Leader

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

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and elevate the team's standard of excellence. You will guide customers through AI-driven workflows, governance, and change management, driving adoption and measurable ROI across multi-use cases.

You will build executive-ready plans, lead cross-functional collaboration, and mentor junior CS leaders. This role requires strong analytical storytelling and an ability to influence at the C-suite

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with enterprise relationships.
• Proven track record of driving measurable customer outcomes.
• Strong analytical fluency with data-backed ROI narratives for executives.
• Executive presence with C-suite and senior stakeholders.

Responsibilities

• Own customer outcomes end-to-end across portfolios and drive ROI, adoption, utilization, and engagement.
• Lead AI adoption, change management, and governance at scale; transform customer workflows.
• Deliver onboarding and tailored sessions; build internal case for AI adoption and change.
• Identify renewal and expansion signals; partner with Sales and drive strategic account plans.
• Lead business reviews with executive sponsors and build multi-threaded relationships.

Skills

Account Management

Executive Presence

Strategic Planning

AI fluency

Change Management

Stakeholder Management

Analytical Thinking

ROI storytelling

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and elevate the team's standard of excellence. You will guide customers through AI-driven workflows, governance, and change management, driving adoption and measurable ROI across multi-use cases.

You will build executive-ready plans, lead cross-functional collaboration, and mentor junior CS leaders. This role requires strong analytical storytelling and an ability to influence at the C-suite