Senior CSM: Premier Accounts & AI Transformation

Relativity; Philadelphia (Philadelphia County); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes and guide AI adoption for top-tier legal-technology accounts. You will coordinate the account team, manage health metrics, and drive executive-level reviews tied to business value.

You will help shape the CSM practice, develop AI governance playbooks, and mentor peers while maintaining strategic relationships with GCs and senior partners.

Qualifications

• Deep experience in enterprise client management at the executive level.
• Proven ability to translate customer outcomes into business value.
• Strong governance and change-management capabilities.

Responsibilities

• Own Premier-Tier customer outcomes and coordinate the account team.
• Lead AI adoption and change-management efforts for the client ecosystem.
• Develop and share methodology, playbooks, and enablement assets for peers.
• Maintain C-suite relationships and align with sales and renewal strategies.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier outcomes and guide AI adoption for top-tier legal-technology accounts. You will coordinate the account team, manage health metrics, and drive executive-level reviews tied to business value.

You will help shape the CSM practice, develop AI governance playbooks, and mentor peers while maintaining strategic relationships with GCs and senior partners.