Premier CSM Leader — AI Adoption & Change

Relativity

Chicago (IL)

Hybrid

USD 100,000 - 150,000

Full time

12 days ago

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Job summary

Relativity in the United States is seeking a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own Premier-Tier accounts, orchestrate the PSP catalogue, coordinate the account team, and drive the customer’s overall success program quality.

You will lead AI adoption and change-management excellence, coaching peers, and delivering ROI summaries, executive reviews, and referenceable outcomes that align with GCs and

Qualifications

7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
Proven ability to develop team methodology, playbooks, or enablement assets.
C-suite credibility: lead exec-level conversations and influence decisions.
Deep AI fluency: advise on aiR adoption strategy and governance.

Responsibilities

Own Premier-Tier Customer Outcomes and orchestrate the PSP catalogue.
Lead ROI summaries, executive Business Reviews, and referenceable outcomes.
Serve as AI adoption and change-management exemplar for the team.
Train and coach CSMs on VO quality and success planning.
Maintain C-suite relationships and partner with Sales to surface growth signals.

Skills

Account Management

Collaboration

Communication

CRM

Relationship Management

Customer Retentions

Customer Success

Strategic Planning

Team Leadership

Executive Engagement

Job description

You will lead AI adoption and change-management excellence, coaching peers, and delivering ROI summaries, executive reviews, and referenceable outcomes that align with GCs and

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