Lead CSM: Premier Accounts & AI Change Leadership

Relativity; Washington; Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic consulting and internal team leadership. You will own a portfolio of Premier Tier accounts, coordinate cross-functional teams, and set execution standards for the CSM organization.

You will drive AI adoption, change management, and governance in legal tech contexts, engaging with GCs, senior partners, and legal ops to co-design AI-enabled workflows and deliver measurable value.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise ownership.
• Proven ability to develop playbooks or enablement assets to improve peer performance.
• C-suite credibility: lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: advise on aiR adoption strategy, AI governance, and workflow defensibility.
• Strong change-management leadership to drive adoption and renewal growth.

Responsibilities

• Own Premier-Tier customer outcomes, coordinating PSP catalogue and account teams.
• Manage customer health and build renewal business cases daily.
• Lead ROI summaries, benchmarking, and executive business reviews tied to C-suite priorities.
• Develop VO champion relationships and deliver referenceable outcomes for marketing and sales.
• Lead AI adoption and change-management at the highest level for governance and workflow transformation.
• Engage with GCs, senior partners, and legal ops to define AI-governed workflows.
• Create repeatable AI adoption playbooks and contribute to Tier-1 methodology.
• Maintain C-suite relationships and align with sales for growth opportunities without overstepping.

Skills

Premier-Tier Account Management

Executive-level Engagement

AI Adoption & Governance

Change Management

Strategy & Leadership

Cross-functional Collaboration

Business Reviews & ROI

Job description

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic consulting and internal team leadership. You will own a portfolio of Premier Tier accounts, coordinate cross-functional teams, and set execution standards for the CSM organization.

You will drive AI adoption, change management, and governance in legal tech contexts, engaging with GCs, senior partners, and legal ops to co-design AI-enabled workflows and deliver measurable value.