Senior CSM - Premier Accounts & AI Adoption (Remote)

Relativity

Denver (CO)

Hybrid

USD 100,000 - 150,000

Full time

8 days ago

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Job summary

Relativity is seeking a Lead Customer Success Manager to oversee Premier Tier accounts, shaping the AI adoption strategy, governance, and change management at the highest level. You will coordinate the cross-functional team and drive executive-level business reviews that translate ROI to C-suite priorities.

You will train and coach CSMs, develop reusable playbooks, and represent customer perspectives in cross-functional forums, ensuring renewal momentum and growth opportunities while maintaining

Qualifications

7–10 years in Customer Success, Consulting, or Strategic Account Management with executive-level relationships.
Proven ability to develop team methodology, playbooks, or enablement assets.
C-suite credibility: lead exec-level conversations and influence decisions.
Deep AI fluency: advise on aiR adoption strategy and governance.

Responsibilities

Own Premier-Tier customer outcomes by coordinating the PSP catalogue and account team.
Lead AI adoption and change management at the highest level with governance and defensibility.
Serve as a methodology leader and internal multiplier across the CSM function.
Maintain C-suite relationships and collaborate with sales to identify growth opportunities.

Skills

Customer Success

Executive engagement

AI fluency

Change management

Commercial awareness

Strategic planning

Team leadership

Account management

Tools

Gainsight

Job description

You will train and coach CSMs, develop reusable playbooks, and represent customer perspectives in cross-functional forums, ensuring renewal momentum and growth opportunities while maintaining

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