Strategic AI Adoption & Enterprise CSM Leader

Relativity; Indiana; 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 act as a strategic consultant helping customers adopt AI features and transform legal workflows. You will lead multi-use case adoption, advise on governance, and bring executive presence to high-stakes conversations.

This role is hybrid/remote with a focus on driving ROI, renewal readiness, and account expansion in collaboration with Sales.

Qualifications

• Experience in legal tech or regulated workflows.
• Proven ability to drive measurable customer outcomes.
• Strong data-driven ROI storytelling for executives.
• Ability to lead complex enterprise relationships.
• Comfort with executive-level conversations.

Responsibilities

• Build outcome-driven account plans aligned to client objectives.
• Own the health score across ROI, adoption, utilization, engagement.
• Lead multi-use case adoption and ROI-driven strategies.
• Deliver referenceable outcomes and executive-level reviews.
• Drive AI adoption, governance, and change management plans.
• Identify renewal and expansion signals in partnership with Sales.
• Maintain executive relationships and lead Business Reviews.

Skills

Account Management

Executive Presence

AI Adoption

Change Management

Strategic Planning

Cross-functional Leadership

Customer Success

Relationship Management

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and act as a strategic consultant helping customers adopt AI features and transform legal workflows. You will lead multi-use case adoption, advise on governance, and bring executive presence to high-stakes conversations.

This role is hybrid/remote with a focus on driving ROI, renewal readiness, and account expansion in collaboration with Sales.