Senior CSM, Premier Accounts & AI Change Leader (Remote)

Relativity; Portland (ME); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, guide AI adoption, and elevate the CSM function through scalable playbooks and governance. You will lead executive conversations, orchestrate cross-functional account teams, and drive renewal strategies across high-value PSP accounts.

The role blends strategic advisory with hands-on leadership in a remote/hybrid setting, with a compensation framework that reflects base salary, bonus, and long-term incentives.

Qualifications

• Deep experience managing enterprise accounts at the executive level.
• Proven ability to build ROI summaries and executive business reviews.
• Strong fluency in AI concepts and governance for legal/enterprise use cases.
• Change-management leadership with cross-functional collaboration.

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate the PSP catalogue.
• Lead AI adoption and govern AI-governed workflows for clients.
• Coach CSMs and develop Tier 1 methodology and playbooks.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.

Skills

Executive relationships

AI governance

Change management

Strategic planning

Team leadership

Premier accounts

Renewal strategy

Business reviews

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes, guide AI adoption, and elevate the CSM function through scalable playbooks and governance. You will lead executive conversations, orchestrate cross-functional account teams, and drive renewal strategies across high-value PSP accounts.

The role blends strategic advisory with hands-on leadership in a remote/hybrid setting, with a compensation framework that reflects base salary, bonus, and long-term incentives.