Senior CSM Lead - Premier Accounts & AI Change

Relativity; Los Angeles (CA); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Annual performance bonus

Long-term incentives

Job summary

Relativity seeks a Lead Customer Success Manager to own premier-tier accounts and drive AI adoption across the organization. You will lead a cross-functional team, shape renewal strategy, and deliver measurable outcomes at the executive level.

You will coach the CSM team, develop scalable playbooks, and partner with Sales and Product to align on governance, risk, and strategic opportunities for AI-enabled legal workflows.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management.
• Track record managing enterprise/premier-tier relationships with executive impact.
• Proven ability to develop team playbooks, VO quality, and enablement assets.
• C-suite credibility and ability to influence strategic decisions.
• Deep fluency in AI governance, adoption strategy, and risk posture.

Responsibilities

• Own Premier-Tier outcomes: orchestrate PSP catalogue, coordinate cross-functional teams, and ensure program quality.
• Lead ROI summaries, executive-level Business Reviews, and renewal-focused analysis.
• Drive AI adoption and change management at the highest level with governance guidance.
• Train and coach CSMs on VO quality, adoption playbooks, and exec engagement.
• Represent CSM in cross-functional forums and contribute to Tier 1 methodology.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity seeks a Lead Customer Success Manager to own premier-tier accounts and drive AI adoption across the organization. You will lead a cross-functional team, shape renewal strategy, and deliver measurable outcomes at the executive level.

You will coach the CSM team, develop scalable playbooks, and partner with Sales and Product to align on governance, risk, and strategic opportunities for AI-enabled legal workflows.