Senior Strategic Customer Success Manager

Relativity•Washington, NV

6d•$82,000 - $124,000

About The Position

The Senior Strategic Customer Success Manager owns outcomes for a portfolio of large, complex, or strategically important accounts and helps raise team standards. Acting as a strategic consultant and change-management partner, this role helps customers adopt product features and transform legal workflows with AI. The role leads multi-use-case adoption, advises on AI governance and workflow defensibility, and manages high-stakes customer conversations with executive presence. The position owns customer outcomes across the account lifecycle, including outcome-driven planning, customer health, adoption, ROI, risk mitigation, retention strategy, and identifying expansion opportunities in partnership with Sales. It also guides customers in adopting Relativity’s GenAI aiR Suite, redesigning workflows, building internal cases for change, and determining appropriate governance and human oversight. The Senior CSM builds executive relationships, leads tailored business reviews and success forums, contributes customer insight to cross-functional decisions, and develops playbooks or enablement assets adopted by the team. The role also informally mentors other CSMs and uses generative AI tools to increase efficiency and model AI-accelerated execution.

Requirements

5–8 years of experience in Customer Success, Consulting, or Account Management, with demonstrated ownership of complex enterprise relationships.
A proven record of driving measurable customer outcomes.
Strong analytical fluency, including the ability to build and present data-backed ROI narratives to executive audiences.
Executive presence and credibility with C-suite stakeholders, including the ability to lead high-stakes conversations clearly and authoritatively.
AI fluency, including the ability to advise customers on aiR adoption strategy, workflow transformation, and governance.
Change-management capability, including helping customers build an internal case for AI adoption and navigate stakeholder resistance.
Experience leading cross-functional initiatives without formal authority.
Experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment.
Required skills include Account Management, Collaboration, Communication, Customer Advocacy, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, and Strategic Planning.

Nice To Haves

Expertise in AI adoption strategies within enterprise SaaS, including governance and defensibility frameworks.
Proficiency with Gainsight, Salesforce, or an equivalent customer success platform.
Hands-on experience advising legal teams on AI workflow integration.

Responsibilities

Build and execute outcome-driven account plans tied to customer business objectives.
Own customer health across ROI, adoption, utilization, and engagement, and drive year-over-year improvement.
Lead multi-use-case and multi-feature adoption strategies and connect platform use to measurable ROI.
Deliver referenceable Verified Outcomes and work toward Verified Outcome champion status in key accounts.
Own account-level adoption of the GenAI aiR Suite, including planning, identifying blockers, overcoming objections, and defining next steps.
Help customers transform workflows, calculate project-level ROI, and build internal cases for change.
Deliver customized onboarding presentations and coordinate advanced customer sessions with internal teams.
Advise customers on AI governance and defensibility, including what to automate, govern, or retain for human expertise.
Document and share AI adoption and change-management playbooks for use as team standards.
Identify, own, and remediate customer health risks before they become escalations or commercial risks.
Anticipate renewal dynamics and partner with Sales to build the renewal business case throughout the account lifecycle.
Identify expansion signals and provide Sales with a documented account perspective without owning the transaction.
Build multi-threaded relationships with customer stakeholders, including C-suite executives and executive sponsors.
Lead tailored Business Reviews and Success Forums focused on business outcomes and quantified impact.
Navigate complex stakeholder environments, influence direction, challenge assumptions, and orchestrate change without formal authority.
Develop at least one playbook, framework, or enablement asset per year that peers adopt or incorporate into team methodology.
Informally mentor L4 CSMs on Verified Outcome quality, executive engagement, AI adoption conversations, and change-management strategy.
Represent the team in cross-functional forums and share customer insights to inform product, enablement, and operational decisions.
Use generative AI tools to absorb routine work and model AI-accelerated execution for the broader team.