Senior CSM Lead - Premier Accounts & AI Change

Relativity; South Carolina; Hybride; USD 100 000 - 150 000; Plein temps

Résumé du poste

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, orchestrate cross-functional account teams, and drive AI adoption across the client base. You will lead ROI analyses, executive business reviews, and governance of AI workflows for high-value clients.

The role requires deep expertise in customer success at the enterprise level, strong leadership, and the ability to influence C-suite decisions.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
• Experience driving outcomes across multi-stakeholder executive-level accounts.
• Ability to develop team methodology, playbooks, or enablement assets.

Responsabilités

• Own Premier-Tier customer outcomes by coordinating the account team and ensuring program quality.
• Own customer health and renewals, building a strong business case for renewals.
• Lead ROI summaries, benchmarking reports, and executive reviews with C‑suite priorities.
• Build referenceable outcomes and VO for Marketing and Sales usage.
• Lead AI adoption and change management, advising on governance and workflows.
• Create AI adoption playbooks and contribute to Tier-1 methodology.

Connaissances

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Outils

Gainsight

Description du poste

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, orchestrate cross-functional account teams, and drive AI adoption across the client base. You will lead ROI analyses, executive business reviews, and governance of AI workflows for high-value clients.

The role requires deep expertise in customer success at the enterprise level, strong leadership, and the ability to influence C-suite decisions.