Senior CSM Lead for Premier Accounts & AI Adoption

Relativity; Albuquerque (NM); 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 the customer base. You will coordinate the account team, own the renewal business case, and deliver executive reviews that quantify impact.

You will mentor peers, shape AI governance discussions with GCs and senior partners, and build repeatable playbooks to scale success in a fast-growing legal-tech environment.

Qualifications

• Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment.
• Experience advising GCs and senior partners on AI governance and risk posture.
• Ability to develop playbooks and enablement assets for CSM peers.

Responsibilities

• Own Premier-Tier customer outcomes and coordinate cross-functional teams.
• Lead AI adoption and change management at executive levels.
• Develop and share Tier-1 methodology and playbooks for the team.
• Maintain C-suite relationships and co-develop expansion strategies.

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 oversee Premier Tier accounts and drive AI adoption across the customer base. You will coordinate the account team, own the renewal business case, and deliver executive reviews that quantify impact.

You will mentor peers, shape AI governance discussions with GCs and senior partners, and build repeatable playbooks to scale success in a fast-growing legal-tech environment.