Strategic CSM for AI-Driven Enterprise Accounts

Relativity; New York (NY); Hybrid; USD 82,000 - 124,000; Full time

Job summary

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and drive AI adoption across a portfolio. You will partner with executives to redefine workflows, quantify ROIs, and govern AI-enabled transformations.

The role emphasizes change-management, cross-functional collaboration, and proactive risk mitigation, with opportunities for mentoring and contributing playbooks that elevate the team’s impact.

Qualifications

• 5–8 years in Customer Success, Consulting, or Account Management with enterprise relationships.
• Proven ability to convey ROI to executive audiences with data-backed narratives.
• Executive presence and credibility in high-stakes conversations.
• Experience in AI adoption, governance, or workflow transformation is a plus.
• Familiarity with enterprise CS platforms (e.g., Gainsight, Salesforce) preferred.

Responsibilities

• Own customer outcomes end-to-end with outcome-driven account plans.
• Lead AI adoption and change management across accounts.
• Drive risk, retention, and growth strategies in partnership with Sales.
• Maintain executive relationships and lead business reviews with impact.
• Develop playbooks and mentor others to raise team standards.

Skills

Account Management

Collaboration

Communication

Customer Advocacy

Customer Relationship Management

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Executive Communication

Job description

Relativity is seeking a Senior Customer Success Manager to own outcomes for large, strategic accounts and drive AI adoption across a portfolio. You will partner with executives to redefine workflows, quantify ROIs, and govern AI-enabled transformations.

The role emphasizes change-management, cross-functional collaboration, and proactive risk mitigation, with opportunities for mentoring and contributing playbooks that elevate the team’s impact.