Premier CSM Lead & AI Adoption Strategist

Relativity; Boston (MA); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Annual performance bonus

Long-term incentives

Job summary

Relativity in Boston is seeking a Lead Customer Success Manager to own Premier Tier outcomes and coordinate the account team to deliver high-impact customer programs.

You will drive AI adoption and change management at the highest level, co-design AI-governed workflows with GCs and senior partners, and develop repeatable playbooks for the team.

Required: 7–10 years in customer success or strategic account roles, strong executive communication, and a track record of measurable outcomes.

Qualifications

• 7–10 years in Customer Success, Consulting or Strategic Account Management with enterprise relationships.
• Proven ability to drive executive-level outcomes across complex, multi-stakeholder accounts.
• Ability to develop team playbooks or enablement assets that improve peer performance.
• C-suite credibility: lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: advise on aiR adoption strategy, governance, and workflows.

Responsibilities

• Own Premier-Tier outcomes by coordinating the PSP catalogue and cross-functional account teams.
• Lead AI adoption and change-management exemplar, advising on governance and defensibility.
• Build ROI summaries, executive reviews, and referenceable outcomes for marketing and sales.
• Maintain C-suite relationships and partner with Sales on expansion while respecting boundaries.
• Develop repeatable AI adoption playbooks and contribute to Tier 1 methodology.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Success

Strategic Planning

Team Leadership

AI governance

Gainsight

Tools

Gainsight

Job description

Relativity in Boston is seeking a Lead Customer Success Manager to own Premier Tier outcomes and coordinate the account team to deliver high-impact customer programs.

You will drive AI adoption and change management at the highest level, co-design AI-governed workflows with GCs and senior partners, and develop repeatable playbooks for the team.

Required: 7–10 years in customer success or strategic account roles, strong executive communication, and a track record of measurable outcomes.