Lead Customer Success: Premier Accounts & AI Change

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

Benefits offered by this job

Competitive base salary

Annual performance bonus

Long-term incentives

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, coordinate cross‑functional teams (TAM, Adoption Services, Executive Sponsor), and drive the overall success program quality for the most valuable clients.

You will lead AI adoption and change-management for complex legal workflows, advising GCs and senior partners on governance and risk. Build repeatable playbooks and demonstrate C-suite credibility while guiding expansion opportunities.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management.
• Proven ability to own enterprise/premier-tier relationships.
• C-suite advisory and executive-level communication.
• Deep AI fluency: advise on aiR adoption, governance, and workflows.

Responsibilities

• Own Premier-Tier customer outcomes and program quality.
• Lead AI adoption and change-management for the highest-value accounts.
• Develop and share repeatable Tier 1 playbooks and methodologies.
• Maintain C-suite relationships and coordinate with Sales leadership.
• Identify growth signals and co-develop expansion strategies with Account Executives.

Skills

Executive communication

Strategic account mgmt

AI governance

Change management

ROI analysis

Playbooks

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, coordinate cross‑functional teams (TAM, Adoption Services, Executive Sponsor), and drive the overall success program quality for the most valuable clients.

You will lead AI adoption and change-management for complex legal workflows, advising GCs and senior partners on governance and risk. Build repeatable playbooks and demonstrate C-suite credibility while guiding expansion opportunities.