Senior CSM Lead: Premier Accounts & AI Adoption

Relativity; Columbus (OH); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to drive Premier Tier outcomes, coach the CSM team, and elevate AI adoption within the legal-tech space. This role owns high-value accounts, coordinates cross-functional teams, and shapes customer success program quality across strategic engagements with executive visibility.

Requires 7–10 years in customer success or strategic account roles and strong AI governance experience.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise relationships.
• Proven ability to develop team methodology, playbooks, or enablement assets.
• C-suite credibility: able to lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: able to advise customers on aiR adoption strategy and governance.

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate cross-functional teams.
• Lead AI adoption and governance conversations with GCs, senior partners, and legal ops leaders.
• Develop repeatable AI adoption and change-management playbooks for the segment.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.

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 drive Premier Tier outcomes, coach the CSM team, and elevate AI adoption within the legal-tech space. This role owns high-value accounts, coordinates cross-functional teams, and shapes customer success program quality across strategic engagements with executive visibility.

Requires 7–10 years in customer success or strategic account roles and strong AI governance experience.