Senior CSM Leader for Premier Accounts & AI Adoption

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

Job summary

Relativity in the United States seeks a Lead Customer Success Manager to own Premier Tier outcomes and drive AI adoption at the executive level. You will lead a cross-functional team, oversee health metrics and renewal planning, and shape the practice with repeatable playbooks.

You will coach peers, influence strategic decisions, and maintain strong relationships with GCs and senior partners while aligning with sales on expansion opportunities.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier relationships.
• Track record of measurable outcomes across multi-stakeholder executive-level accounts.
• Ability to develop team playbooks or enablement assets to improve peer performance.
• C-suite credibility to lead exec-level conversations and influence decisions.
• Deep AI fluency to advise on aiR adoption, governance, and ROI for AI-enabled legal practice.
• Change-management leadership to build consensus and measure adoption by outcomes.
• Commercial awareness of renewal dynamics, growth signals, and sales collaboration boundaries.
• Deep expertise in legal tech, eDiscovery, litigation ops, or compliant environments.

Responsibilities

• Deliver Premier Tier value: orchestrate PSP catalogue, coordinate the account team, and own overall success program quality.
• Own customer health; build the renewal business case daily.
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews.
• Build VO champion relationships; deliver referenceable outcomes for marketing and sales use.
• Lead AI adoption and change-management exemplar: governance, workflows, and risk posture.
• Discuss AI implications with GCs, senior partners, and legal ops leaders.
• Use generative AI to accelerate success planning and customer prep; model for peers.
• Create repeatable AI adoption and change-management playbooks for the segment.
• Own at least one department-level initiative per year with measurable impact.
• Train CSMs on VO quality, AI governance, and exec engagement; escalate when needed.
• Represent CSM in cross-functional forums; bring customer perspective to decisions.
• Maintain C-suite relationships; partner with AEs on expansions without overstepping.
• Navigate multi-entity structures and political dynamics; manage without escalation.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity in the United States seeks a Lead Customer Success Manager to own Premier Tier outcomes and drive AI adoption at the executive level. You will lead a cross-functional team, oversee health metrics and renewal planning, and shape the practice with repeatable playbooks.

You will coach peers, influence strategic decisions, and maintain strong relationships with GCs and senior partners while aligning with sales on expansion opportunities.