Senior CSM & AI Adoption Lead for Premier Accounts

Relativity; Charleston (WV); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier-Tier accounts, drive AI adoption, and lead cross-functional teams. You will shape customer outcomes, coordinate with TAMs, Adoption Services, and executives to deliver measurable impact across complex relationships.

The role requires deep AI fluency, executive-level communication, and a track record of enterprise account leadership, renewal focus, and strategic guidance for legal-tech clients.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise or premier-tier relationships.
• Experience driving outcomes in multi-stakeholder, executive-level accounts.
• Ability to develop team methodology, playbooks, or enablement assets.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate the PSP catalogue and own the customer success program quality.
• Lead AI adoption and change-management exemplar: guide governance, defensibility, and AI-governed workflows.
• Train and coach CSMs on VO quality, adoption, and exec engagement; contribute to Tier 1 methodology.

Skills

C-suite engagement

Strategic planning

Team leadership

Executive communication

Relationship management

Cross-functional collaboration

Change management

Tools

Gainsight

CRM (Salesforce)

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier-Tier accounts, drive AI adoption, and lead cross-functional teams. You will shape customer outcomes, coordinate with TAMs, Adoption Services, and executives to deliver measurable impact across complex relationships.

The role requires deep AI fluency, executive-level communication, and a track record of enterprise account leadership, renewal focus, and strategic guidance for legal-tech clients.