Remote Lead CSM: Premier Accounts & AI Adoption

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

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, orchestrating cross-functional teams including TAMs and Adoption Services, and driving executive-level success plans for high-value clients.

You will lead AI adoption and change management at the highest level, guiding GC and senior legal ops through AI-governed workflows, governance, and defensibility while building repeatable playbooks for the team.

Qualifications

• 7–10 years in Customer Success or Strategic Accounts with enterprise relationships.
• Proven ability to develop playbooks and enablement assets for peers.
• C‑suite credibility: lead exec conversations and influence decisions.
• Deep AI fluency: advise on AI adoption, governance, and workflows in legal practice.

Responsibilities

• Own Premier-Tier customer outcomes by orchestrating the PSP catalog and coordinating the account team.
• Manage customer health and renewal business case development.
• Lead ROI summaries, benchmarking, and executive-level business reviews.
• Build AI adoption playbooks and change-management frameworks for the segment.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, orchestrating cross-functional teams including TAMs and Adoption Services, and driving executive-level success plans for high-value clients.

You will lead AI adoption and change management at the highest level, guiding GC and senior legal ops through AI-governed workflows, governance, and defensibility while building repeatable playbooks for the team.