Lead CSM — Premier Accounts & AI Change

Relativity; Washington (District of Columbia); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to drive Premier Tier value, coordinate cross-functional teams, and own executive-level programs. You will lead AI adoption strategies, governance, and change-management for complex legal-tech accounts.

You will engage GCs, senior partners, and legal ops leaders, shaping success planning, ROI reviews, and enterprise renewal strategies while coaching peers across the CSM team.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise relationships.
• Proven ability to develop team methodology, playbooks, or enablement assets.

Responsibilities

• Own Premier-Tier customer outcomes and coordinate cross-functional teams.
• Lead AI adoption and change-management initiatives with executive stakeholders.
• Maintain C-suite relationships and work with Sales to identify growth opportunities.

Skills

Account Management

Executive Engagement

Change Management

Strategic Planning

Team Leadership

AI Fluency

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to drive Premier Tier value, coordinate cross-functional teams, and own executive-level programs. You will lead AI adoption strategies, governance, and change-management for complex legal-tech accounts.

You will engage GCs, senior partners, and legal ops leaders, shaping success planning, ROI reviews, and enterprise renewal strategies while coaching peers across the CSM team.