Remote Senior Premier CSM Lead - AI Adoption & Exec Success

Relativity; Alton (IL); 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, manage strategic health and renewal programs, and co-design AI-governed workflows for enterprise clients.

You’ll lead ROI analyses, executive reviews, and referenceable outcomes while coaching the CSM team and shaping Tier 1 methodology for sustainable success.

Qualifications

• 7–10 years in Customer Success or related field with enterprise relationships.
• Proven track record of executive-level influence and renewal outcomes.
• Deep AI fluency: advise on AI governance and adoption.
• Experience leading governance and change-management in professional services.

Responsibilities

• Own Premier-Tier outcomes: orchestrate PSP catalogue and cross-functional teams.
• Manage customer health and renewal business case as core activity.
• Lead ROI summaries and executive business reviews for C-suite priorities.
• Build VO champions and deliver referenceable outcomes.
• Drive AI adoption and change management at the highest level with governance.
• Engage GCs, senior partners, and legal ops on AI workflows.
• Use generative AI to accelerate success planning and VO creation.
• Develop repeatable AI adoption playbooks for the segment.
• Serve as a methodology leader with measurable initiatives yearly.
• Train CSMs on VO quality, AI governance, and executive engagement.
• Represent CSM in cross-functional forums and product councils.
• Maintain C-suite relationships across PSP accounts; partner with sales.
• Navigate complex stakeholder environments without escalation dependency.

Skills

Executive stakeholder mgmt

AI fluency

Change management

Strategic planning

Team leadership

CRM systems

Renewals knowledge

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, manage strategic health and renewal programs, and co-design AI-governed workflows for enterprise clients.

You’ll lead ROI analyses, executive reviews, and referenceable outcomes while coaching the CSM team and shaping Tier 1 methodology for sustainable success.