Find & Apply For Customer Service Manager Jobs in Baltimore, Maryland

Job Description

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Posting Type

Hybrid/Remote

Job Overview

The 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.

Job Description and Requirements

Own Customer Outcomes End-to-End

Build and 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 accounts

Lead 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 standards

Lead 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 transaction

Operate 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 authority

Elevate 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, engagement, AI adoption conversations, 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 for the broader team

What We're Looking For

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

Gainsight, Salesforce, or equivalent CS platform proficiency

Hands-on experience advising legal teams on AI workflow integration

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$82,000 and $124,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills:

Account Management, Collaboration, Communication, Customer Advocacy, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, Strategic Planning