Remote Premier CSM Lead: AI Adoption & Strategy

Relativity; Bridgeport (CT); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes and drive AI adoption at the highest level. You will orchestrate cross-functional teams, coach the CSM group, and shape expansion strategies with a C-suite focus.

You will lead ROI analyses, executive business reviews, and develop repeatable playbooks for AI governance and change management, ensuring measurable value for PSP accounts while maintaining trusted advisor status.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationships.
• Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance.
• 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.

Responsibilities

• Own Premier-Tier customer outcomes; orchestrate the PSP catalogue and coordinate cross-functional teams.
• Lead ROI summaries, benchmarking reports, and executive-level business reviews.
• Build VO champion relationships; deliver referenceable outcomes for Marketing and Sales.
• Lead AI adoption and change-management exemplar: govern AI workflows and advise on governance and defensibility.
• Use generative AI tools to accelerate success planning, VO creation, and customer prep; model for peers.
• Train and coach CSMs on VO quality, Tier 1 adoption, and executive engagement.

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 and drive AI adoption at the highest level. You will orchestrate cross-functional teams, coach the CSM group, and shape expansion strategies with a C-suite focus.

You will lead ROI analyses, executive business reviews, and develop repeatable playbooks for AI governance and change management, ensuring measurable value for PSP accounts while maintaining trusted advisor status.