Senior CSM Lead - Premier Accounts & AI Adoption (Remote)

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

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, blending strategic consulting with internal leadership. You will coordinate the account team and drive AI adoption, change-management, and methodology development across the CSM function.

With 7–10 years in customer success or strategic accounts, you will lead executive-level discussions, deliver ROI and business reviews, and shape scalable playbooks that improve revenue retention and expansion opportunities.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with executive-level ownership.
• Proven track record managing Premier/enterprise relationships and outcomes.
• Ability to develop team playbooks, enablement assets, and referenceable VO.
• C-suite credibility to lead exec-level conversations and influence decisions.
• Deep AI fluency: advise on aiR adoption, governance, and workflows.
• Change-management leadership across multi-entity organizations.
• Commercial awareness of renewal dynamics and growth signals.

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate the PSP catalogue with cross-functional teams.
• Lead ROI summaries, benchmarking, and executive business reviews with customers.
• Build VO champion relationships and deliver referenceable outcomes for marketing and sales.
• Drive AI adoption and change-management excellence; create repeatable playbooks.
• Train CSMs on quality, adoption, governance conversations, and executive engagement.
• Maintain C-suite relationships and co-develop expansion strategies with sales.

Skills

Strategic account management

Executive communication

AI governance

Change management

Relationship building

Cross-functional leadership

Legal tech knowledge

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, blending strategic consulting with internal leadership. You will coordinate the account team and drive AI adoption, change-management, and methodology development across the CSM function.

With 7–10 years in customer success or strategic accounts, you will lead executive-level discussions, deliver ROI and business reviews, and shape scalable playbooks that improve revenue retention and expansion opportunities.