Remote Lead CSM — Premier Accounts & AI Adoption

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

Job summary

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts, drive AI adoption, and shape the CSM practice across the team. You will coach, develop playbooks, and partner with Sales to expand relationships while maintaining trusted advisor boundaries.

You will own executive-level programs, deliver ROI summaries, and professionalize change management in complex, multi-entity environments. Strong AI fluency and governance experience are essential.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
• Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level.
• Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance.
• C-suite credibility: able to lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: advise on AI adoption strategy, governance, and AI-enabled legal practice transformation.
• Change-management leadership: help customers build internal consensus and measure adoption by outcomes.

Responsibilities

• Own Premier-Tier Customer Outcomes and coordinate the PSP catalogue with the account team.
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews.
• Drive AI adoption and change-management exemplars across the team.
• Maintain C-suite relationships and propose expansion strategies with Sales while respecting advisory boundaries.
• Represent the CSM function in cross-functional forums and product councils; provide customer perspective.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts, drive AI adoption, and shape the CSM practice across the team. You will coach, develop playbooks, and partner with Sales to expand relationships while maintaining trusted advisor boundaries.

You will own executive-level programs, deliver ROI summaries, and professionalize change management in complex, multi-entity environments. Strong AI fluency and governance experience are essential.