Strategic CSM: AI Adoption & Executive Engagement (Remote)

Relativity; Milwaukee (WI); 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 large, strategic accounts and raise the bar for excellence in the team. The role acts as a strategic consultant, guiding customers through AI-enabled workflow transformations and governance decisions.

You will drive adoption of the GenAI aiR Suite, design tailored onboarding, and partner with cross-functional teams to deliver measurable ROI and referenceable outcomes. Executive presence is essential.

Qualifications

• 5-8 years in Customer Success, Consulting, or Account Management, with demonstrated ownership of complex enterprise relationships.
• Proven record of driving measurable customer outcomes.
• Strong analytical fluency: ability to build and present data-backed ROI narratives to executive audiences.

Responsibilities

• Own Customer Outcomes End-to-End with outcome-driven account plans anchored to business objectives.
• Own the health score across ROI, adoption, utilization, and engagement; drive year-over-year improvement.
• Lead multi-use case and multi-feature adoption strategies; link platform depth to measurable ROI.
• Lead AI adoption and change management for the GenAI aiR Suite at account level.
• Advise on aiR governance and defensibility; document AI adoption playbooks.

Skills

Executive presence

ROI storytelling

Change management

AI fluency

Strategic account planning

Cross-functional collaboration

Tools

Gainsight

Salesforce

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, strategic accounts and raise the bar for excellence in the team. The role acts as a strategic consultant, guiding customers through AI-enabled workflow transformations and governance decisions.

You will drive adoption of the GenAI aiR Suite, design tailored onboarding, and partner with cross-functional teams to deliver measurable ROI and referenceable outcomes. Executive presence is essential.