Lead Customer Success & AI Adoption (Premier Accounts)

Relativity; Louisiana (MO); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier accounts and drive strategic outcomes across AI adoption and change management. You will lead cross-functional teams, coordinate the account plan with TAMs, Adoption Services, and executives, and ensure high-value renewals.

You’ll shape methodologies, coach peers, and engage C-suite stakeholders to align on adoption, governance, and business impact.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise relationships.
• Proven ability to develop team playbooks or enablement assets that improve peer performance
• C-suite credibility: lead exec-level conversations and influence strategic decisions
• Deep AI fluency: advise on aiR adoption strategy, governance, and ROI for legal practices

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate the PSP catalogue with the account team.
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews.
• Lead AI adoption and change-management exemplar work across the team.
• Train and coach CSMs on VO quality, Tier 1 adoption, and success planning.
• Represent the CSM function in cross-functional forums and drive adoption strategies.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier accounts and drive strategic outcomes across AI adoption and change management. You will lead cross-functional teams, coordinate the account plan with TAMs, Adoption Services, and executives, and ensure high-value renewals.

You’ll shape methodologies, coach peers, and engage C-suite stakeholders to align on adoption, governance, and business impact.