Strategic CSM — AI Adoption & Executive Value

Relativity

Louisville (KY)

Hybrid

USD 82,000 - 124,000

Full time

4 days ago

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Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for a portfolio of large, complex accounts, guiding AI-driven workflow transformations and governance. You will act as a strategic consultant, driving adoption of the aiR Suite, building executive-level relationships, and delivering measurable ROI.

Responsibilities include end-to-end account plans, health-score leadership, and cross-functional collaboration to ensure customer success and renewals.

Qualifications

5–8 years in Customer Success, Consulting, or Account Management with ownership of enterprise relationships
Proven record of driving measurable customer outcomes
Executive presence: able to lead high-stakes conversations with clarity and authority

Responsibilities

Own Customer Outcomes End-to-End with outcome-driven account plans and health scores
Lead AI Adoption and Change Management for the GenAI aiR Suite at the account level
Lead Risk, Retention, and Growth Strategy including renewal dynamics and expansion signals
Operate with Executive Presence and Stakeholder Depth with multi-threaded relationships and executive sponsorships
Elevate Team Standards and Build Leverage by creating playbooks and mentoring L4 CSMs

Skills

Account Management

Collaboration

Communication

Customer Advocacy

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Tools

Gainsight

Salesforce

Job description

Responsibilities include end-to-end account plans, health-score leadership, and cross-functional collaboration to ensure customer success and renewals.

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