Adoption Services Lead

About the role

Own end-to-end execution of adoption for a portfolio of strategic and priority accounts, with accountability for measurable adoption and business outcomes. Serve as the team's subject-matter authority in a defined domain (e.g., aiR for Review, aiR for Case Strategy, aiR for Privilege, Data Breach Response), setting the bar for how Relativity's AI-powered capabilities are applied in customer workflows. Lead complex, multi-stakeholder engagements at our largest law firm, corporate, public sector, and service provider customers, navigating ambiguity, competing priorities, and customer-specific dynamics. Shape team-wide adoption strategies, playbooks, onboarding models, and enablement assets that scale beyond any single engagement, including contributions to Gainsight templates, knowledge bases, and team operating practices. Represent Adoption Services externally through customer-facing thought leadership: Relativity Fest sessions, public sector and industry forums, white papers, verified outcomes, and partner enablement workshops. Drive partner and service provider enablement, including “train the trainer” programs that extend Relativity's reach into customers we don't serve directly. Surface adoption barriers, product gaps, and emerging customer needs to Product and Engineering with credibility, contributing directly to roadmap signal and influencing how the platform evolves. Use AI-assisted tools hands-on in your own day-to-day work to increase your output, sharpen your thinking, and deliver stronger customer outcomes, while modeling the critical thinking, accuracy, and judgment required to maintain customer trust.

Responsibilities

• Own end-to-end execution of adoption for a portfolio of strategic and priority accounts, with accountability for measurable adoption and business outcomes.
• Serve as the team's subject-matter authority in a defined domain (e.g., aiR for Review, aiR for Case Strategy, aiR for Privilege, Data Breach Response), setting the bar for how Relativity's AI-powered capabilities are applied in customer workflows.
• Lead complex, multi-stakeholder engagements at our largest law firm, corporate, public sector, and service provider customers, navigating ambiguity, competing priorities, and customer-specific dynamics.
• Shape team-wide adoption strategies, playbooks, onboarding models, and enablement assets that scale beyond any single engagement, including contributions to Gainsight templates, knowledge bases, and team operating practices.
• Represent Adoption Services externally through customer-facing thought leadership: Relativity Fest sessions, public sector and industry forums, white papers, verified outcomes, and partner enablement workshops.
• Drive partner and service provider enablement, including “train the trainer” programs that extend Relativity's reach into customers we don't serve directly.
• Surface adoption barriers, product gaps, and emerging customer needs to Product and Engineering with credibility, contributing directly to roadmap signal and influencing how the platform evolves.
• Use AI-assisted tools hands-on in your own day-to-day work to increase your output, sharpen your thinking, and deliver stronger customer outcomes, while modeling the critical thinking, accuracy, and judgment required to maintain customer trust.

Requirements

• 6+ years of customer-facing experience in the Legal Data Intelligence or eDiscovery industry, supporting legal, compliance, or investigative workflows at law firms, corporations, public sector agencies, or service providers.
• Deep expertise in SaaS or cloud-based platforms, with a track record of driving measurable adoption outcomes at enterprise scale.
• Demonstrated ability to operate in ambiguity, take ownership of unclear or at-risk situations, and convert them into structured plans with clear next steps.
• Strong consultative skills with proven ability to influence customer executives, legal practitioners, and cross-functional partners without direct authority.
• Track record of contributing to team-wide enablement, playbooks, or operating practices that scaled beyond your individual engagements.
• Experience presenting externally at industry events, customer forums, or partner workshops, with the ability to translate technical AI-driven workflows into compelling outcomes for non-technical legal audiences.
• Experience partnering with Product and Engineering teams to translate customer adoption signals into actionable product feedback and roadmap input.
• Strong written and verbal communication skills, with the ability to flex between executive-level strategy conversations and detailed practitioner-level discussions.
• Excellent organizational and time-management skills, with proven ability to own multiple strategic accounts and team-level initiatives simultaneously.
• Experience with Relativity’s aiR suite preferred.
• Active Relativity Certified Administrator (RCA) certification is a plus.
• Hands-on experience applying AI tools (e.g., LLM-based assistants, agentic or AI-native productivity tools) to your own work to increase your impact.
• Experience with AI/ML solutions for Legal Data Intelligence strongly preferred.
• Experience mentoring or coaching less-tenured colleagues, formally or informally, is a plus.