Senior CSM Lead: Premier Accounts & AI Adoption

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

Benefits offered by this job

Base salary + performance bonus

Long-term incentives

Job summary

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own Premier Tier accounts, coach the CSM team, and set execution standards for AI adoption within legal practice workflows.

You will lead ROI analyses, executive business reviews, and referenceable outcomes while shaping a scalable Tier 1 methodology and governance. A track record of C-suite engagement and deep AI fluency is essential.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise or premier-tier experience.
• Proven ability to drive outcomes across multi-stakeholder executive-level accounts.
• Experience developing playbooks, methodologies, or enablement assets for peers.

Responsibilities

• Own Premier-Tier Customer Outcomes and orchestrate the PSP catalogue and account-team.
• Lead AI adoption, governance discussions, and change-management for legal workflows.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.

Skills

Account Management

Collaboration

Communication

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own Premier Tier accounts, coach the CSM team, and set execution standards for AI adoption within legal practice workflows.

You will lead ROI analyses, executive business reviews, and referenceable outcomes while shaping a scalable Tier 1 methodology and governance. A track record of C-suite engagement and deep AI fluency is essential.