Lead Premier CSM: AI Adoption & Strategy

Relativity; Indiana (PA); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier-Tier outcomes and guide AI adoption across large, strategic accounts. You will lead cross‑functional teams, govern change programs, and ensure executive-level alignment with customer partners.

In this role you’ll shape renewal discussions, drive measurable value, and coach the CSM team toward best‑in‑class customer success practices, with a focus on governance and risk management within legal tech environments.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise experience.
• Proven ability to develop playbooks and enablement assets that improve team performance.
• C‑suite level communication and ability to influence strategic decisions.

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate cross‑functional account teams.
• Lead AI adoption and change management with governance and risk considerations.
• Maintain executive relationships and co-develop expansion strategies with Sales.

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 outcomes and guide AI adoption across large, strategic accounts. You will lead cross‑functional teams, govern change programs, and ensure executive-level alignment with customer partners.

In this role you’ll shape renewal discussions, drive measurable value, and coach the CSM team toward best‑in‑class customer success practices, with a focus on governance and risk management within legal tech environments.