Senior CS Lead - AI Adoption & Premier Accounts

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

Job summary

Relativity is seeking a Lead Customer Success Manager to bridge strategic client consulting with internal leadership. You will own Premier Tier relationships and guide AI adoption, governance, and change-management for high-value customers.

The role shapes enterprise success programs and drives executive engagement, renewals, and expansion decisions. Responsibilities include coordinating cross-functional teams, building referenceable outcomes, and developing scalable playbooks for the PSP

Qualifications

• Deep expertise in legal technology, eDiscovery, or compliant environments.
• Background in legal practice, litigation support, or legal operations is a plus.
• Experience owning Premier or paid success programs with defined SLAs and commercial accountability.
• Gainsight advanced user or similar scoring/reporting capabilities is a plus.

Responsibilities

• Own Premier-Tier customer outcomes and coordinate the account team and renewal strategy.
• Lead AI adoption and change-management at the highest level for complex clients.
• Train and coach CSMs on VO quality, AI governance conversations, and success planning.
• Maintain C-suite relationships and partner with Sales to surface growth opportunities.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity is seeking a Lead Customer Success Manager to bridge strategic client consulting with internal leadership. You will own Premier Tier relationships and guide AI adoption, governance, and change-management for high-value customers.

The role shapes enterprise success programs and drives executive engagement, renewals, and expansion decisions. Responsibilities include coordinating cross-functional teams, building referenceable outcomes, and developing scalable playbooks for the PSP