Strategic AI Adoption & Enterprise CSM Leader

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

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.