Lead CSM: AI-Driven Public Sector Success

Relativity; Boise (ID); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier-Tier relationships and drive strategic adoption of aiR workflows within legal teams.

You will coach peers, align with Sales and Product, and shape governance around AI-enabled legal practice transformations.

Ideal candidates bring 7–10 years of senior CS or strategic account experience, strong executive communication, and a proven track record in change management and renewal strategy.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with enterprise ownership.
• Ability to develop team methodology, playbooks, or enablement assets that lift peer performance.
• Proven capability to lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: advise on aiR adoption, governance, and workflows for legal practice.
• Change-management leadership to drive adoption of new programs.
• Commercial awareness: renewal dynamics and growth signals for Sales alignment.

Responsibilities

• Own Premier-Tier customer outcomes: orchestrate the PSP catalogue and coordinate the account team.
• Lead AI adoption and change-management at the highest level for customers and teams.
• Serve as a methodology leader and internal multiplier across the CS organization.
• Execute with executive credibility and commercial awareness with c-suite executives.

Skills

Executive-level relationships

Strategic account management

AI governance

Change management

Playbooks development

C-suite communication

Renewal strategy

Cross-functional leadership

Gainsight usage

Tools

Gainsight

Job description

Relativity seeks a Lead Customer Success Manager to own Premier-Tier relationships and drive strategic adoption of aiR workflows within legal teams.

You will coach peers, align with Sales and Product, and shape governance around AI-enabled legal practice transformations.

Ideal candidates bring 7–10 years of senior CS or strategic account experience, strong executive communication, and a proven track record in change management and renewal strategy.