Senior CSM & Premier Accounts Leader — AI Adoption (Remote)

Relativity; New Orleans (LA); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier-Tier customer outcomes and drive AI adoption at the executive level. You will orchestrate cross-functional teams, coordinate the account strategy with TAMs, and lead change management initiatives within complex legal workflows.

You will guide ROI analyses, executive-facing reviews, and co-develop expansion strategies while maintaining strong C-suite relationships across PSP accounts.

Qualifications

• 7–10+ years in Customer Success, Consulting, or Strategic Account Management with enterprise relationships.
• Track record of driving outcomes across complex, multi-stakeholder accounts at exec level.
• Proven ability to develop playbooks, or enablement assets for peers.
• C-suite credibility: lead exec conversations and influence decisions.
• Deep AI fluency: advise on aiR adoption, governance, and workflows.

Responsibilities

• Own Premier-Tier customer outcomes; orchestrate PSP catalogue and cross-functional teams.
• Manage customer health and renewals; build a strong business case for renewals.
• Lead ROI summaries and business reviews aligned to C-suite priorities.
• Develop referenceable outcomes; enable marketing and sales use of success stories.
• Lead AI adoption and change management for high-scale impact.
• Co-design AI-governed legal workflows with GCs and senior partners.
• Create repeatable AI playbooks and contribute to Tier 1 methodology.

Skills

Enterprise relationships

Executive communication

AI governance

Change management

Strategic planning

Team leadership

C-suite engagement

Renewal growth signals

Tools

Gainsight

CRM (Salesforce)

Job description

Relativity seeks a Lead Customer Success Manager to own Premier-Tier customer outcomes and drive AI adoption at the executive level. You will orchestrate cross-functional teams, coordinate the account strategy with TAMs, and lead change management initiatives within complex legal workflows.

You will guide ROI analyses, executive-facing reviews, and co-develop expansion strategies while maintaining strong C-suite relationships across PSP accounts.