Lead CSM – Premier AI Adoption & Strategy (Remote)

Relativity; Indianapolis (IN); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes and guide AI adoption in complex legal-technology accounts. You will lead cross-functional teams, drive executive-level conversations, and develop scalable playbooks for AI governance and change management.

You will partner with Sales, TAMs, and Adoption Services to maximize renewal retention and expansion while maintaining trusted advisor status with GCs and senior partners.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
• Track record of executive-level outcomes across complex accounts.
• Experience building team playbooks or enablement assets.

Responsibilities

• Own Premier-Tier outcomes: orchestrate PSP catalogue, coordinate account teams, and ensure renewal economics.
• Lead AI adoption and change management, advising on governance and defensibility of AI-driven workflows.
• Serve as a methodology leader and internal multiplier, training CSMs and shaping cross-functional decisions.
• Maintain C-suite relationships and partner with Sales to surface growth signals and expansion opportunities.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Success

Relationship Management

Strategic Planning

Team Leadership

C-suite conversations

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes and guide AI adoption in complex legal-technology accounts. You will lead cross-functional teams, drive executive-level conversations, and develop scalable playbooks for AI governance and change management.

You will partner with Sales, TAMs, and Adoption Services to maximize renewal retention and expansion while maintaining trusted advisor status with GCs and senior partners.