Lead CSM: Premier Accounts & AI Transformation

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

Benefits offered by this job

Annual bonus

Long-term incentives

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier Tier accounts, coach the CSM team, and set the standard for practice quality.

You will drive AI adoption, governance, and executive-level engagement, shaping how AI-enabled workflows transform legal practice and adoption across the org.

As a methodology leader, you’ll craft playbooks, lead cross-functional forums, and push for measurable outcomes that advance renewal and expansion opportunities.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management.
• Experience with enterprise or premier-tier relationships at executive level.
• Proven ability to develop team methodology and enablement assets.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate the PSP catalogue and lead the account team.
• Own customer health and build the renewal business case daily.
• Lead ROI summaries, benchmarking reports, and executive Business Reviews.
• Develop VO champions and deliver referenceable outcomes for Marketing and Sales.
• Lead AI adoption and change-management for high-level governance and workflows.
• Serve as a methodology leader and internal multiplier across the CSM function.
• Maintain C‑suite relationships and partner with Sales to drive growth while respecting boundaries.

Skills

Account Management

Leadership

AI governance

Change management

Executive engagement

Strategic Planning

CRM

Relationship Management

Gainsight

Cross-functional

Job description

Relativity seeks a Lead Customer Success Manager to own Premier Tier accounts, coach the CSM team, and set the standard for practice quality.

You will drive AI adoption, governance, and executive-level engagement, shaping how AI-enabled workflows transform legal practice and adoption across the org.

As a methodology leader, you’ll craft playbooks, lead cross-functional forums, and push for measurable outcomes that advance renewal and expansion opportunities.