Premier CSM Lead: AI Adoption & Strategic Success

Relativity; Newark (NJ); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is hiring a Lead Customer Success Manager to own Premier Tier outcomes, orchestrate the PSP catalog, and drive executive-level ROI discussions. You will lead AI adoption, governance, and change management for complex legal workflows, while coaching peers and shaping Tier 1 methodology.

You will maintain executive relationships, partner with sales, and identify renewal and expansion opportunities in a highly strategic, cross-functional role.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management at enterprise level.
• Demonstrated ownership of premier-tier relationships and executive-level engagements.

Responsibilities

• Own Premier-Tier Customer Outcomes across PSP accounts and coordinate cross-functional teams.
• Lead AI adoption, governance, and change-management for legal workflows.
• Coach CSMs, develop playbooks, and contribute to Tier 1 methodology.
• Maintain C-suite relationships and support renewal and expansion strategies.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Gainsight

Tools

Gainsight

Job description

Relativity is hiring a Lead Customer Success Manager to own Premier Tier outcomes, orchestrate the PSP catalog, and drive executive-level ROI discussions. You will lead AI adoption, governance, and change management for complex legal workflows, while coaching peers and shaping Tier 1 methodology.

You will maintain executive relationships, partner with sales, and identify renewal and expansion opportunities in a highly strategic, cross-functional role.