Senior CSM Lead: Premier Accounts & AI Change Management

Relativity; Houston (TX); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity in Houston is seeking a Lead Customer Success Manager to own Premier Tier outcomes and lead AI adoption for high-value accounts. You will coordinate cross-functional teams, drive executive-level engagements, and shape a scalable customer success program.

You will coach the CSM team, develop repeatable playbooks, and drive renewal health while expanding strategic relationships. The role blends advisory, governance, and business impact in a fast-growing legal tech environment.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
• Proven ability to develop team methodology, playbooks, or enablement assets.
• Deep AI fluency: advise on aiR adoption strategy, governance, and transformation.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate PSP catalogue, coordinate account team, and ensure quality of the customer success program.
• Own customer health and renewals with ROI summaries and executive-level reviews.
• Lead AI adoption and change management: govern AI workflows, governance, and defensibility for clients.
• Build AI adoption playbooks and contribute to Tier 1 methodology for the team.
• Maintain C-suite relationships and co-develop expansion strategies with Sales while ensuring governance boundaries.

Skills

Account Mgmt

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Mgmt

Strategic Planning

Team Leadership

Job description

Relativity in Houston is seeking a Lead Customer Success Manager to own Premier Tier outcomes and lead AI adoption for high-value accounts. You will coordinate cross-functional teams, drive executive-level engagements, and shape a scalable customer success program.

You will coach the CSM team, develop repeatable playbooks, and drive renewal health while expanding strategic relationships. The role blends advisory, governance, and business impact in a fast-growing legal tech environment.