Lead CSM — Premier Accounts & AI Adoption (Remote)

Relativity; Nashville (TN); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, coordinate cross-functional teams, and drive high-value customer programs.

You will lead AI adoption, govern workflows for legal teams, and shape the CSM methodology while maintaining C-suite relationships across PSP accounts.

The role blends strategic consulting with hands-on leadership, offers remote/hybrid work, and opportunities to influence renewal strategies and growth.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with enterprise relationships.
• Proven ability to lead executive-level conversations and drive measurable outcomes.
• Experience building playbooks, enablement assets, and team methodology.
• Strong AI fluency and governance experience for enterprise legal tech.
• Change-management leadership across complex stakeholder environments.

Responsibilities

• Own Premier-Tier Customer Outcomes and orchestrate the PSP catalogue and account team alignment.
• Lead AI adoption and change management at the highest level with governance and risk posture.
• Develop repeatable AI adoption playbooks and contribute to Tier 1 methodology.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.

Skills

Account Management

Collaboration

Communication

Customer Relationship Management

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, coordinate cross-functional teams, and drive high-value customer programs.

You will lead AI adoption, govern workflows for legal teams, and shape the CSM methodology while maintaining C-suite relationships across PSP accounts.

The role blends strategic consulting with hands-on leadership, offers remote/hybrid work, and opportunities to influence renewal strategies and growth.