Remote Premier CSM & AI Change Leader

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

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier-Tier outcomes, drive AI adoption across high-value accounts, and lead cross-functional initiatives. The role partners with TAMs, Adoption Services, and executives to ensure the success program quality and measurable ROI for referenceable clients.

You will coach and develop the CSM team, shape governance discussions with GCs and senior partners, and design repeatable playbooks for AI-driven customer enablement.

Qualifications

• 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 and influence strategic decisions.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate PSP catalogue, coordinate the account team, and ensure overall success program quality.
• Lead AI adoption and change management: guide customers through aiR workflow integration and governance considerations.
• Maintain executive credibility: manage C‑suite relationships and partner with Sales to surface growth signals and co-develop expansion strategies.

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, drive AI adoption across high-value accounts, and lead cross-functional initiatives. The role partners with TAMs, Adoption Services, and executives to ensure the success program quality and measurable ROI for referenceable clients.

You will coach and develop the CSM team, shape governance discussions with GCs and senior partners, and design repeatable playbooks for AI-driven customer enablement.