Strategic AI Adoption Leader for Enterprise CSM

Relativity; North Carolina; 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 high-impact accounts. You will act as a strategic consultant, guiding AI-driven adoption and governance while driving ROI, adoption, and utilization across complex legal workflows.

You will lead change management, tailor onboarding, and build executive relationships with C-suite sponsors. The role emphasizes multi-use case adoption, VO champion development, and collaboration with cross-functional teams to

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management.
• Proven record of driving measurable customer outcomes.
• Executive presence: able to engage C-suite audiences with clarity.
• AI fluency: capable of advising on AI adoption and governance frameworks.

Responsibilities

• Own outcomes for a portfolio of large or strategic accounts.
• Build and execute outcome-driven account plans aligned to business objectives.
• Own health score across ROI, adoption, utilization, and engagement.
• Lead multi-use case and multi-feature adoption strategies.
• Deliver referenceable outcomes and executive visibility within accounts.
• Lead AI adoption and change management at the account level.
• Document playbooks and share best practices across teams.
• Develop relationships with executive sponsors and stakeholders.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

Customer Relationship Management

Customer Success

Strategic Planning

Executive Presence

AI Adoption

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of high-impact accounts. You will act as a strategic consultant, guiding AI-driven adoption and governance while driving ROI, adoption, and utilization across complex legal workflows.

You will lead change management, tailor onboarding, and build executive relationships with C-suite sponsors. The role emphasizes multi-use case adoption, VO champion development, and collaboration with cross-functional teams to