Lead AI-Driven CSM - Premier Accounts

Relativity; New Jersey; Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity in the United States (New Jersey) seeks a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own a portfolio of Premier Tier accounts, guiding AI adoption, governance, and high-value outcomes.

The role requires executive engagement, development of playbooks, and collaboration with Sales and account teams to drive renewals, expansions, and measurable ROI across complex, multi-stakeholder environments.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise or premier-tier relationships.
• Proven track record of driving outcomes across complex, multi-stakeholder accounts at the executive level.
• Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance.
• C-suite credibility: able to lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: advise on aiR adoption strategy, governance, and AI-enabled legal workflows.
• Change-management leadership: help customers build internal consensus and measure adoption by outcomes.
• Commercial awareness: understands renewal dynamics and growth signals.

Responsibilities

• Own Premier-Tier customer outcomes; orchestrate the PSP catalogue and coordinate the account team.
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews.
• Drive AI adoption and change-management playbooks for the segment and contribute to Tier 1 methodology.
• Coach CSMs on VO quality, adoption, and exec engagement; escalate to management when needed.
• Maintain C-suite relationships and partner with Sales to surface growth signals and co-develop expansion strategies.

Skills

Account Management

Communication

Customer Success

Strategic Planning

Team Leadership

CRM Tools

Executive Engagement

Tools

Gainsight

Job description

Relativity in the United States (New Jersey) seeks a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own a portfolio of Premier Tier accounts, guiding AI adoption, governance, and high-value outcomes.

The role requires executive engagement, development of playbooks, and collaboration with Sales and account teams to drive renewals, expansions, and measurable ROI across complex, multi-stakeholder environments.