Senior Customer Success Manager

Legal technology is having its moment — and Relativity is at the center of it. We are a leading legal data intelligence company. Our extensible, AI cloud platform, RelativityOne, is trusted to turn complex data into actionable insights for litigation, investigations, regulatory inquiries, arbitration, and other high-stakes legal matters. With 25 years of experience working with the world’s largest law firms, corporations, and government agencies across the globe, we know that organizations have moved beyond experimentation and are now applying AI in product environments to modernize how legal work gets done at scale. To meet this moment, we’re expanding our existing AI and customer facing teams to include Legal AI Advisors, practicing or former attorneys acting as trusted advisors to lawyers helping them reimagine their workflows, evaluate AI solutions, and successfully integrate them into their day-to-day practice. Functionally, they act as legal engineers. You’ll have the backing of an established industry leader and the opportunity to help grow our customer base. If you’re ready to help write the next chapter of legal AI, we’d love to hear from you.OverviewThe Senior Customer Success Manager owns outcomes for a portfolio of large, complex, or strategically important accounts and raises the bar for what excellence looks like across the team. This role operates as a strategic consultant and change-management partner, helping customers adopt new product features and transform how they practice law with AI. Senior CSMs lead multi-use case adoption, advise on AI governance and workflow defensibility, and bring executive presence to high-stakes customer conversations.What You'll DoOwn Customer Outcomes End-to-End● Build and execute outcome-driven account plans anchored to each customer's business objectives● Own the customer's health score across all four dimensions (ROI, adoption, utilization, engagement); drive year-over-year improvement● Lead multi-use case and multi-feature adoption strategies; connect platform depth and breadth to measurable customer ROI● Deliver referenceable Verified Outcomes that serve as marketing assets; target VO champion status within key accountsLead AI Adoption and Change Management● Own adoption of our GenAI aiR Suite at the account level, building a clear plan to goal, identifying blockers, overcoming objections, and identifying next steps for each account● Lead the conversation from "how to use the product" to "how to transform the way you work," helping customers redesign workflows, calculate their return on investment at the project level, and build the internal case for change● Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs● Advise customers on aiR governance and defensibility: what to automate, what to govern, and where human expertise is irreplaceable● Document and share AI adoption and change-management playbooks that become team standardsLead Risk, Retention, and Growth Strategy● Independently identify, own, and remediate health risks before they become escalations or commercial risks● Anticipate renewal-year dynamics and, in partnership with Sales, build the business case for renewal throughout the account lifecycle● Identify expansion signals and surface them to Sales with a documented account perspective; act as a credible commercial partner without owning the transactionOperate with Executive Presence and Stakeholder Depth● Build multi-threaded relationships, including C-suite and executive sponsors; be recognized by customers as a peer● Lead tailored Business Reviews and Success Forums with narrative control, business-outcome framing, and quantified impact● Navigate complex stakeholder environments; influence direction, challenge assumptions, and orchestrate change without formal authorityElevate Team Standards and Build Leverage● Develop at least one playbook, framework, or enablement asset per year that is adopted by peers or incorporated into team methodology● Serve as an informal mentor to L4 CSMs; provide coaching on VO quality, exec engagement, AI adoptionconversations, and change-management strategy● Represent the team in cross-functional forums; bring customer insight back to inform product,enablement, and operational decisions● Use generative AI tools to absorb routine work and model what AI-accelerated execution looks like forthe broader teamWhat We're Looking For● 5–8 years in Customer Success, Consulting, or Account Management, with demonstrated ownership ofcomplex 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 andauthority● 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 andnavigate resistance across stakeholder levels● Experience leading cross-functional initiatives without formal authorityRequired● Experience in legal technology, eDiscovery, litigation support, or a regulated workflow environmentPreferred● Expertise in AI adoption strategies within enterprise SaaS, including governance and defensibilityframeworks● Gainsight, Salesforce, or equivalent CS platform proficiency● Hands-on experience advising legal teams on AI workflow integration