Premier CSM Leader: AI Adoption & Exec Partnerships

Relativity; Pennsylvania; Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts and drive AI adoption within complex legal workflows. You will coordinate cross-functional teams, shape the customer success program quality, and own executive-level reviews to demonstrate impact.

The role requires deep domain expertise in legal tech, strong C-suite engagement, and proven ability to lead strategic change across multi-stakeholder organizations.

Qualifications

• Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment.
• C-suite credibility: able to lead exec-level conversations and influence strategic decisions.
• Experience owning Premier or paid success programs with defined SLAs and commercial accountability.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate the PSP catalogue, coordinate the account team, and own the customer’s success program quality.
• Own customer health; make renewal business case a daily motion.
• Lead ROI Summaries, benchmarking reports, and executive Business Reviews that connect to customer priorities.
• Build VO champion relationships and deliver referenceable outcomes for Marketing and Sales.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts and drive AI adoption within complex legal workflows. You will coordinate cross-functional teams, shape the customer success program quality, and own executive-level reviews to demonstrate impact.

The role requires deep domain expertise in legal tech, strong C-suite engagement, and proven ability to lead strategic change across multi-stakeholder organizations.