Senior Strategic Customer Success Manager

🔥 0 minutes ago

🏈 Alabama, Arizona, +36 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $82k - $124k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Relativity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚖️ Legal

💼 Consulting

🏥 Healthcare

Legal • Consulting • Healthcare

Relativity is a technology company that provides cloud-based software solutions for data discovery, e-discovery, data breach response, contract analysis, and privacy management. Their products, powered by artificial intelligence, offer proactive security and legendary support to help organizations manage sensitive data. Relativity is trusted by thousands of organizations, including law firms, corporations, and government agencies, to organize data, discover truth, and act on it effectively and efficiently. Their end-to-end solutions streamline data discovery from collection to review and production, utilizing tools like RelativityOne, Relativity aiR for AI-driven legal challenges, and custom solutions through the Relativity App Hub. Relativity is committed to offering secure, flexible solutions with a strong focus on customer support and strategic partnerships.

📋 Description

• 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

• 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

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

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