Premier CSM Lead: AI Adoption & Change Leader

Relativity; Jacksonville (FL); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier-Tier accounts and drive AI adoption across the customer journey. You’ll coordinate a cross-functional team, shape renewals, and deliver ROI-focused reviews for C-suite stakeholders.

You will coach the CSM team, develop playbooks, and maintain strategic relationships with customers and Sales. This role requires deep AI fluency and change-management leadership.

Qualifications

• Deep experience in enterprise or premier-tier client success with executive exposure.
• Proven ability to lead AI adoption and change-management initiatives at scale.
• Ability to develop and coach teams on VO quality and tier-1 methodology.

Responsibilities

• Own Premier-Tier Customer Outcomes, coordinating cross-functional teams to deliver high-value programs.
• Lead AI adoption and governance discussions with GCs, senior partners, and legal ops leaders.
• Create repeatable playbooks for AI adoption and change-management within the segment.
• Maintain executive-level relationships and co-develop expansion strategies with sales.

Skills

C-suite credibility

AI fluency

Change management

Executive engagement

Strategic planning

Team leadership

Account management

Stakeholder management

Cross-functional collaboration

Commercial acumen

Tools

Gainsight

Job description

Relativity seeks a Lead Customer Success Manager to own Premier-Tier accounts and drive AI adoption across the customer journey. You’ll coordinate a cross-functional team, shape renewals, and deliver ROI-focused reviews for C-suite stakeholders.

You will coach the CSM team, develop playbooks, and maintain strategic relationships with customers and Sales. This role requires deep AI fluency and change-management leadership.