Lead Customer Success Manager, Premier Accounts & AI

Relativity; Chicago (IL); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier customer outcomes and drive AI adoption within complex, multi-stakeholder relationships. You will lead ROI analyses, executive business reviews, and cross-functional collaboration to deliver measurable value.

The role combines strategy, change management, and internal leadership to elevate the customer experience at scale. You will mentor teams, co-design AI-governed workflows, and maintain strong executive relationships

Qualifications

• Experience partnering with C-suite level executives.
• Ability to drive AI adoption and governance discussions.
• Proven track record in change management and program delivery.
• Strong strategic account management across premier-tier accounts.

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate the PSP catalogue.
• Lead AI adoption and change-management initiatives with executive-level stakeholders.
• Serve as a methodology leader and internal multiplier across the team.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.
• Deliver ROI summaries and executive business reviews showing measurable impact.

Skills

Executive-level communications

AI governance

Change management

Strategic account management

Cross-functional leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier customer outcomes and drive AI adoption within complex, multi-stakeholder relationships. You will lead ROI analyses, executive business reviews, and cross-functional collaboration to deliver measurable value.

The role combines strategy, change management, and internal leadership to elevate the customer experience at scale. You will mentor teams, co-design AI-governed workflows, and maintain strong executive relationships