Lead Customer Success Manager

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

Job summary

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts, drive AI adoption, and shape the CSM practice across the team. You will coach, develop playbooks, and partner with Sales to expand relationships while maintaining trusted advisor boundaries.

You will own executive-level programs, deliver ROI summaries, and professionalize change management in complex, multi-entity environments. Strong AI fluency and governance experience are essential.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
• Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level.
• Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance.
• C-suite credibility: able to lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: advise on AI adoption strategy, governance, and AI-enabled legal practice transformation.
• Change-management leadership: help customers build internal consensus and measure adoption by outcomes.

Responsibilities

• Own Premier-Tier Customer Outcomes and coordinate the PSP catalogue with the account team.
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews.
• Drive AI adoption and change-management exemplars across the team.
• Maintain C-suite relationships and propose expansion strategies with Sales while respecting advisory boundaries.
• Represent the CSM function in cross-functional forums and product councils; provide customer perspective.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Posting TypeRemote/HybridJob OverviewThe Lead Customer Success Manager operates at the intersection of strategic customer consulting and internal team leadership. This role owns a portfolio of Premier Tier (PSP) accounts, which are the highest-value, most complex relationships in the business. This role also serves as a methodology leader, coaching resource, and execution standard-setter for the broader CSM team. The Lead CSM is accountable, not only for their own portfolio outcomes, but for the quality of AI adoption, change-management practice, and domain expertise that CSMs in their orbit deliver. This role shapes what excellence looks like.Job Description and RequirementsOwn Premier-Tier Customer OutcomesDeliver the full Premier Tier value proposition: orchestrate the PSP catalogue, coordinate the account team (TAM, A doption Services , Executive Sponsor), and own the customer’s overall success program quality.Own customer health; make building the renewal business case a daily motion.Lead ROI Summaries, benchmarking reports, and executive-level Business Reviews that quantify impact and connect to customer C-suite priorities.Build VO champion relationships; deliver referenceable outcomes that Marketing and Sales leverage — and hold self accountable to referenceable account targets.Lead AI Adoption and Change Management at the Highest LevelServe as the team’s AI adoption and change-management exemplar: lead customers through comprehensive aiR workflow integration, advising on governance, defensibility, and how to transform legal practice .Own the conversation with GCs, senior partners, and legal ops leaders on what AI means for their team, their workflows, and their risk posture. Be the person customers trust to co-design AI-governed legal workflows.Use generative AI tools to accelerate success planning, VO creation, and customer prep , and model what this looks like for peers.Build repeatable AI adoption and change-management playbooks for your segment; contribute to the team’s Tier 1 methodology .Serve as a Methodology Leader and Internal MultiplierOwn at least one department-level initiative per year with measurable business impact (e.g., AI adoption playbook development, Tier 1 methodology , change-management framework).Train and coach CSMs on VO quality, Tier 1 adoption, AI governance conversations, exec engagement, and success planning; serve as the practical expert peers go to before escalating to management.Represent the CSM function in cross-functional forums, product councils, or Sales alignment meetings; bring a documented customer perspective that shapes decisions.Execute with Executive Credibility and Commercial AwarenessMaintain C-suite relationships across PSP accounts; be recognized by customer executives as a strategic peer and change-management advisorPartner with AEs and Sales leadership as a peer: bring account intelligence, surface growth signals, and co-develop expansion strategies , while maintaining the trusted advisor boundary.Anticipate and navigate complex stakeholder environments, including multi-entity global structures and political dynamics, without escalation dependency.What We’re Looking For7–10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationshipsTrack record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive levelProven ability to develop team methodology , playbooks, or enablement assets that improve peer performanceC-suite credibility: able to lead exec-level conversations, challenge assumptions constructively, and influence strategic decisionsDeep AI fluency: able to advise customers on aiR adoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformationChange-management leadership: able to help customers build internal consensus, navigate resistance, and measure adoption by outcomes .Commercial awareness : understands renewal dynamics, growth signals, and how to support Sales without overstepping role boundariesRequiredDeep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment . T his role advises GCs and senior partners; domain credibility is non-negotiablePreferredBackground in legal practice, litigation support, or legal operations ; t he ability to speak as a peer to senior legal professionalsExperience owning Premier or paid success programs with defined SLAs and commercial accountabilityGainsight advanced user; able to build or influence scorecard logic and reporting to drive team outcomesRelativity is committed to competitive, fair, and equitable compensation practices.This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.The expected salary range for this role is between following values:$100,000 and $150,000The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.Required Skills:Account Management, Collaboration, Communication, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, Strategic Planning, Team Leadership