Lead CSM – Premier Accounts, AI Adoption & Change (Remote)

Relativity; Milwaukee (WI); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity in the United States seeks a Lead Customer Success Manager to own Premier Tier outcomes, guide AI adoption strategy, and elevate cross‑functional team leadership. You will orchestrate the PSP catalogue, coordinate the account team, and own the customer’s overall success program quality.

You will lead ROI summaries, executive reviews, and AI-governed workflows, building repeatable playbooks for your segment while maintaining strong C-suite relationships and commercial awareness.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management
• Proven ownership of enterprise or premier-tier relationships
• Ability to develop team methodology, playbooks, or enablement assets
• C-suite credibility: lead exec-level conversations and influence decisions
• Deep AI fluency: advise on aiR adoption strategy and AI governance
• Change-management leadership to drive adoption and alignment
• Commercial awareness: renewal dynamics and growth signals

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate the PSP catalogue, coordinate the account team, and own the customer’s overall success program quality.
• Lead AI Adoption and Change Management at the Highest Level: guide customers through aiR workflow integration and governance.
• Serve as a Methodology Leader and Internal Multiplier: drive department-level initiatives and coach CSMs on VO quality and adoption.
• Execute with Executive Credibility and Commercial Awareness: maintain C-suite relationships and co-develop expansion strategies.
• Represent the CSM function in cross-functional forums and product councils to shape decisions.

Skills

Account Management

Collaboration

Communication

CRM

Relationship Management

Strategic Planning

Team Leadership

Change management

AI governance

AI adoption strategy

Tools

Gainsight

Job description

Relativity in the United States seeks a Lead Customer Success Manager to own Premier Tier outcomes, guide AI adoption strategy, and elevate cross‑functional team leadership. You will orchestrate the PSP catalogue, coordinate the account team, and own the customer’s overall success program quality.

You will lead ROI summaries, executive reviews, and AI-governed workflows, building repeatable playbooks for your segment while maintaining strong C-suite relationships and commercial awareness.