Premier CSM Leader - AI Adoption & Strategy

Relativity; Omaha (NE); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive base salary

Annual bonus

Long-term incentives

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier Tier outcomes, coordinate cross-functional teams, and drive AI adoption across complex legal-technology accounts.

You will lead ROI analyses, executive business reviews, and change-management programs while building scalable playbooks for the CSM function. This role requires strong enterprise relationship skills and a strategic mindset.

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.

Responsibilities

• Own Premier-Tier customer outcomes: coordinate the account team and manage the customer success program quality.
• Lead AI adoption and change management, advising on governance and workflows for legal practice.
• Serve as a methodology leader and internal multiplier across the CSM function.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity seeks a Lead Customer Success Manager to own Premier Tier outcomes, coordinate cross-functional teams, and drive AI adoption across complex legal-technology accounts.

You will lead ROI analyses, executive business reviews, and change-management programs while building scalable playbooks for the CSM function. This role requires strong enterprise relationship skills and a strategic mindset.