Premier CSM Lead | AI Adoption & Strategy

Relativity; Springfield (IL); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier-Tier accounts and shape the CX strategy. You will coordinate the account team, drive AI adoption, and ensure high-value outcomes for enterprise clients.

In this senior role, you’ll coach CSMs, develop repeatable playbooks, and present ROI to executives while navigating complex stakeholder networks across the globe. Excellent communication and strategic leadership are required.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationships.
• Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level.
• 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 AI adoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformation.
• Change-management leadership: able to help customers build internal consensus, navigate resistance, and measure adoption by outcomes.
• Commercial awareness: understands renewal dynamics, growth signals, and how to support Sales without overstepping role boundaries.

Responsibilities

• Own Premier-Tier Customer Outcomes and coordinate the account team (TAM, Adoption Services, Executive Sponsor) to deliver the customer’s overall success program quality.
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews that quantify impact and connect to customer C-suite priorities.
• Build VO champion relationships; deliver referenceable outcomes that Marketing and Sales leverage — and hold self accountable to referenceable account targets.
• Lead AI Adoption and Change Management at the Highest Level: guide aiRworkflow integration, governance, and transformation of legal workflows.
• Own the conversation with GCs, senior partners, and legal ops leaders on what AI means for their team and risk posture.
• Use generative AI tools to accelerate success planning, VO creation, and customer prep for peers.
• Build repeatable AI adoption and change-management playbooks for your segment; contribute to Tier 1 methodology.
• Train and coach CSMs on VO quality, AI governance conversations, exec engagement, and success planning.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier-Tier accounts and shape the CX strategy. You will coordinate the account team, drive AI adoption, and ensure high-value outcomes for enterprise clients.

In this senior role, you’ll coach CSMs, develop repeatable playbooks, and present ROI to executives while navigating complex stakeholder networks across the globe. Excellent communication and strategic leadership are required.