Premier CSM Leader for AI Adoption and Growth

Relativity; Minnesota; Híbrido; USD 100.000 - 150.000; Jornada completa

Descripción de la vacante

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier (PSP) accounts and lead strategic customer consulting across a high-value portfolio. The role also acts as a methodology leader, coaching resource, and execution standard-setter for the CSM team.

You will drive AI adoption, govern AI-enabled workflows, and engage with GCs, senior partners, and legal ops leaders at the executive level, shaping how AI transforms legal practice and risk posture.

Formación

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise or premier-tier relationships.
• 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 aiR adoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformation.
• Experience owning Premier or paid success programs with defined SLAs and commercial accountability.
• Gainsight advanced user; able to build or influence scorecard logic and reporting to drive team outcomes.

Responsabilidades

• Own Premier-Tier Customer Outcomes by coordinating the PSP catalogue and account teams, ensuring high-quality success programs.
• Own customer health and renewals by crafting the renewal business case daily.
• Lead ROI Summaries, benchmarking, and executive-level Business Reviews tied to C-suite priorities.
• Build VO champion relationships and deliver referenceable outcomes for Marketing and Sales.
• Serve as the team’s AI adoption exemplar and develop repeatable playbooks for the segment.
• Train CSMs on VO quality, AI governance conversations, and success planning.

Conocimientos

Account Management

Collaboration

Communication

CRM

Relationship Management

Strategic Planning

Team Leadership

Herramientas

Gainsight

Descripción del empleo

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier (PSP) accounts and lead strategic customer consulting across a high-value portfolio. The role also acts as a methodology leader, coaching resource, and execution standard-setter for the CSM team.

You will drive AI adoption, govern AI-enabled workflows, and engage with GCs, senior partners, and legal ops leaders at the executive level, shaping how AI transforms legal practice and risk posture.