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

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

Job summary

Relativity, a leader in legal tech, seeks a Lead Customer Success Manager to own Premier Tier outcomes and coach the broader CSM team. You will orchestrate the PSP catalogue, drive renewals, and lead ROI analyses while guiding AI adoption and governance across complex customer ecosystems.

You will maintain C-suite relationships, collaborate with sales to identify growth, and develop repeatable playbooks for AI-enabled workflows in legal practice.

Qualifications

• Demonstrated ownership of enterprise or premier-tier relationships.
• Ability to lead executive-level conversations and influence decisions.
• Experience with AI adoption, governance, and change management.

Responsibilities

• Own Premier-Tier customer outcomes and lead cross-functional teams.
• Drive ROI summaries, executive business reviews, and health metrics.
• Develop and share AI adoption playbooks and governance approaches.
• Maintain senior-level relationships and co-develop expansion strategies.
• Represent CSM in cross-functional forums and product councils.

Skills

Account Management

Collaboration

Communication

Customer Relationship Management

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity, a leader in legal tech, seeks a Lead Customer Success Manager to own Premier Tier outcomes and coach the broader CSM team. You will orchestrate the PSP catalogue, drive renewals, and lead ROI analyses while guiding AI adoption and governance across complex customer ecosystems.

You will maintain C-suite relationships, collaborate with sales to identify growth, and develop repeatable playbooks for AI-enabled workflows in legal practice.