Remote Senior CSM - Premier Accounts & AI Adoption Leader

Relativity; Wilmington (DE); 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 complex legal workflows. You will coach the CSM team, shape internal playbooks, and partner with executives to align outcomes with client priorities.

The role emphasizes governance, ROI-focused reviews, and a strategic advisory stance at the C-suite level, with a focus on renewal drivers and long-term value creation for top-tier clients.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management.
• Experience with enterprise or premier-tier relationships at the executive level.
• Ability to develop team methodology, playbooks, or enablement assets.
• Demonstrated C-suite level advisory and governance capability.
• Deep AI fluency: advise on aiR adoption strategy and governance.
• Strong change-management leadership and driving adoption.
• Solid commercial awareness around renewal dynamics and growth signals.

Responsibilities

• Own Premier-Tier customer outcomes; orchestrate value, health, and executive reviews.
• Lead AI adoption and change management for the highest level of client engagement.
• Serve as a methodology leader and internal multiplier across the CSM team.
• Maintain executive credibility and commercial awareness in engagements with PSP accounts.
• Collaborate with sales and account executives to surface growth signals and co-develop expansion strategies.

Skills

Executive stakeholder management

Measurable outcomes delivery

Team methodology development

C-suite credibility

AI fluency

Change management

Commercial acumen

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts and drive AI adoption across complex legal workflows. You will coach the CSM team, shape internal playbooks, and partner with executives to align outcomes with client priorities.

The role emphasizes governance, ROI-focused reviews, and a strategic advisory stance at the C-suite level, with a focus on renewal drivers and long-term value creation for top-tier clients.