Lead Customer Success Manager - Public Sector

Relativity; New York (NY); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation package

Job summary

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own Premier-Tier accounts, co-create AI adoption strategies, and shape the CSM function through measurable, executive-level outcomes.

In this role you will lead ROI analyses, business reviews, and referenceable client results, while driving change-management and governance for AI-enabled legal practice transformations.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise experience.
• Proven ability to lead executive-level conversations and influence decisions.
• Strong AI fluency and governance knowledge for AI adoption in legal practice.
• Experience building playbooks and methodologies that improve peer performance.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate the PSP catalogue and coordinate cross-functional teams.
• Lead AI adoption and change-management with governance and risk-focused guidance.
• Serve as a methodology leader and internal multiplier for the CS organization.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.
• Navigate complex multi-entity stakeholder environments to ensure renewal and growth.

Skills

Executive-level engagement

AI governance

Change-management

Portfolio management

Strategic planning

Leadership

Cross-functional collaboration

Tools

Gainsight

Job description

Posting Type

Remote/Hybrid

Job Overview

The 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 Requirements

Own Premier-Tier Customer Outcomes

• Deliver 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 Level

• Serve 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 Multiplier

• Own 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 Awareness

• Maintain C-suite relationships across PSP accounts; be recognized by customer executives as a strategic peer and change-management advisor.
• Partner 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 For

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or 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, challenge assumptions constructively, and influence strategic decisions.
• Deep AI fluency: able to advise customers on aiR adoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformation.
• Change-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 boundaries.

Required

• Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment. This role advises GCs and senior partners; domain credibility is non-negotiable.

Preferred

• Background in legal practice, litigation support, or legal operations; the ability to speak as a peer to senior legal professionals.
• Experience owning Premier or paid success programs with defined SLAs and commercial accountability.
• Gainsight advanced user; able to build or influence scorecard logic and reporting to drive team outcomes.

Relativity 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 $150,000

The 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