Senior Strategic Customer Success Manager

Relativity

. Own outcomes for a portfolio of large, complex, or strategically important accounts .

Posted 10/30/2026full-timeRemote • United StatesSenior💰 $82,000 - $124,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a strong focus on driving measurable outcomes through AI adoption strategies and change management. Proven ability to build relationships with C-suite executives and lead cross-functional initiatives to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer SuccessAI Adoption StrategyChange ManagementExecutive PresenceCross-Functional Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Analytical FluencyROI Narrative DevelopmentWorkflow TransformationAccount ManagementCustomer Relationship Management

Soft Skills

CollaborationCommunicationCustomer AdvocacyRelationship ManagementStrategic Planning

Tools & Technologies

GainsightSalesforceGenerative AI Tools

Industry Keywords

Legal TechnologyEDiscoveryLitigation SupportRegulated Workflow EnvironmentGovernance Frameworks

About the role

Key responsibilities & impact

Own outcomes for a portfolio of large, complex, or strategically important accounts
Build and execute outcome-driven account plans anchored to customer business objectives
Own customer health scores across ROI, adoption, utilization, and engagement
Lead multi-use case and multi-feature adoption strategies and connect platform usage to measurable ROI
Deliver referenceable Verified Outcomes and target champion status within key accounts
Own account-level adoption of the GenAI aiR Suite
Help customers redesign workflows, calculate project-level ROI, and build the internal case for change
Deliver customized onboarding presentations and partner with cross-functional teams on advanced customer sessions
Advise customers on AI governance and defensibility
Document and share AI adoption and change-management playbooks
Identify and remediate health risks before escalations or commercial risks
Partner with Sales on renewal business cases and surface expansion signals
Build multi-threaded relationships with C-suite and executive sponsors
Lead tailored Business Reviews and Success Forums
Navigate complex stakeholder environments and orchestrate change without formal authority
Develop at least one playbook, framework, or enablement asset per year adopted by peers or incorporated into team methodology
Mentor L4 CSMs and coach on outcome quality, executive engagement, AI adoption, and change-management strategy
Represent the team in cross-functional forums and bring customer insights to product, enablement, and operational decisions
Use generative AI tools to reduce routine work and model AI-accelerated execution

Requirements

What you’ll need

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; able to build and present data-backed ROI narratives to executive audiences
Executive presence; credible with C-suite, able to lead high-stakes conversations with clarity and authority
AI fluency; able to advise customers on aiR adoption strategy, workflow transformation, and governance
Change-management capability; able to help customers build the internal case for AI adoption and navigate resistance across stakeholder levels
Experience leading cross-functional initiatives without formal authority
Required experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment
Preferred expertise in AI adoption strategies within enterprise SaaS, including governance and defensibility frameworks
Preferred Gainsight, Salesforce, or equivalent CS platform proficiency
Preferred hands-on experience advising legal teams on AI workflow integration
Account Management
Collaboration
Communication
Customer Advocacy
Customer Relationship Management (CRM)
Customer Relationships
Customer Retentions
Customer Success
Relationship Management
Strategic Planning

Benefits

Comp & perks

Annual performance bonus
Long-term incentives
Competitive, fair, and equitable compensation practices