Lead CSM: Premier Accounts & AI Change Leader

Relativity; Charleston (SC); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own premier-tier outcomes, oversee a portfolio of high-value accounts, and drive AI adoption at the executive level. You will coach teams, develop playbooks, and collaborate with Sales to identify expansion opportunities.

The role demands deep domain credibility in legal tech, strong C-suite communication, and a proven track record coaching high-performing teams.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
• Experience owning Premier/paid success programs with defined SLAs and commercial accountability.
• C-suite level advisory and executive engagement experience.

Responsibilities

• Own Premier-Tier Customer Outcomes, orchestrate the PSP catalogue, coordinate the account team, and ensure high-quality success programs.
• Lead AI adoption and change management at the highest level with governance and defensibility.
• Serve as a methodology leader and internal multiplier, coaching CSMs and shaping cross-functional decisions.
• Maintain C-suite relationships and partner with AEs/Sales to surface growth signals and co-develop expansion strategies.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Gainsight

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own premier-tier outcomes, oversee a portfolio of high-value accounts, and drive AI adoption at the executive level. You will coach teams, develop playbooks, and collaborate with Sales to identify expansion opportunities.

The role demands deep domain credibility in legal tech, strong C-suite communication, and a proven track record coaching high-performing teams.