Senior CSM Lead - Premier AI Adoption (Remote)

Relativity; Billings (MT); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes and drive value for top accounts. You will coordinate cross-functional teams, champion AI adoption, and set the standard for client success programs across the CSM group.

This role requires deep enterprise experience, executive storytelling, and the ability to shape governance for AI-enabled legal workflows. Expect collaboration with legal executives and sales to grow strategic accounts.

Qualifications

• 10+ years in a senior Customer Success/Strategy role with enterprise relationships.
• Proven ability to develop team methodology and enablement assets.
• Ability to lead executive-level conversations and influence decisions.
• Deep AI fluency and governance understanding for enterprise adoption.

Responsibilities

• Own Premier-Tier Customer Outcomes including renewal acceleration and business case development.
• Lead AI adoption and change-management programs across client portfolios.
• Act as a methodology leader and internal multiplier across the CSM team; train peers and contribute to Tier 1 playbooks.
• Maintain C-suite relationships and collaborate with Sales to drive growth within premier accounts.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

C-suite credibility

AI fluency

Change-management

Commercial awareness

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes and drive value for top accounts. You will coordinate cross-functional teams, champion AI adoption, and set the standard for client success programs across the CSM group.

This role requires deep enterprise experience, executive storytelling, and the ability to shape governance for AI-enabled legal workflows. Expect collaboration with legal executives and sales to grow strategic accounts.