Premier CSM Lead - AI Adoption & Change Mgmt

Relativity; New Hampshire; Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier-Tier customer outcomes, coordinating cross-functional teams (TAM, Adoption Services, Exec Sponsor) to deliver high-value success programs. You will drive AI adoption strategies, governance, and change management for complex legal workflows at the executive level.

You will lead and coach the CSM team, develop scalable playbooks, and maintain strong C-suite relationships, aligning renewal and growth initiatives with customer

Qualifications

• Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment.
• 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.

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate the PSP catalogue with the account team.
• Manage customer health and renewals by building compelling business cases.
• Lead ROI summaries, benchmarking reports, and executive-level business reviews showing impact.
• Build VO champion relationships and deliver referenceable outcomes for Marketing and Sales.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity seeks a Lead Customer Success Manager to own Premier-Tier customer outcomes, coordinating cross-functional teams (TAM, Adoption Services, Exec Sponsor) to deliver high-value success programs. You will drive AI adoption strategies, governance, and change management for complex legal workflows at the executive level.

You will lead and coach the CSM team, develop scalable playbooks, and maintain strong C-suite relationships, aligning renewal and growth initiatives with customer