Strategic AI Adoption & Outcomes Leader

Relativity; Kansas City (MO); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts and drive adoption of the aiR Suite across complex enterprise environments. You will act as a strategic consultant, guiding customers through AI-enabled workflows, governance, and ROI-focused outcomes.

You will lead executive communications, coordinate cross-functional teams, and develop playbooks to elevate team performance while ensuring renewal and expansion opportunities are realized.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management with ownership of enterprise relationships
• Proven record of driving measurable customer outcomes
• Strong analytical fluency with data-backed ROI narratives for executives
• Executive presence: credible with C-suite and able to lead high-stakes conversations
• AI fluency: advise on AI adoption and governance
• Change-management capability to drive AI adoption across stakeholders
• Experience leading cross-functional initiatives without formal authority

Responsibilities

• Own customer outcomes end-to-end with outcome-driven account plans
• Manage health score across ROI, adoption, utilization, and engagement
• Lead multi-use case and multi-feature adoption strategies for measurable ROI
• Deliver referenceable outcomes and build VO champion status in key accounts
• Lead AI adoption and change management for the aiR Suite at the account level
• Advise on AI governance and defensibility: what to automate and what to govern
• Document AI adoption playbooks and share team-wide best practices
• Identify renewal opportunities and surface expansion signals to Sales

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retention

Customer Success

Strategic Planning

Executive Presence

AI Fluency

Change Management

Cross-functional Leadership

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for strategic accounts and drive adoption of the aiR Suite across complex enterprise environments. You will act as a strategic consultant, guiding customers through AI-enabled workflows, governance, and ROI-focused outcomes.

You will lead executive communications, coordinate cross-functional teams, and develop playbooks to elevate team performance while ensuring renewal and expansion opportunities are realized.