Remote Lead CSM – Premier Accounts & AI Adoption

Relativity; Des Moines (IA); 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 across the customer base. You will coordinate the account team, ensure high-quality success programs, and own executive-level reporting that aligns with C-suite priorities.

You will lead AI adoption and change-management initiatives, shape workflows, and develop playbooks for the CSM team. Strong strategic and relationship-building skills are essential to balance renewal risk and growth

Qualifications

• Proven track record in managing enterprise or premier-tier relationships.
• Experience leading cross-functional teams and driving customer outcomes.
• Ability to develop and coach others in VO quality and success planning.

Responsibilities

• Own Premier-Tier Customer Outcomes and coordinate cross-functional teams.
• Lead ROI Summaries, business reviews, and executive-level reporting.
• Drive AI adoption, governance, and change-management for legal workflows.
• Develop repeatable playbooks and contribute to Tier 1 methodology.
• Maintain C-suite relationships and support expansion with sales.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts and drive AI adoption across the customer base. You will coordinate the account team, ensure high-quality success programs, and own executive-level reporting that aligns with C-suite priorities.

You will lead AI adoption and change-management initiatives, shape workflows, and develop playbooks for the CSM team. Strong strategic and relationship-building skills are essential to balance renewal risk and growth