Senior Customer Success & AI Change Lead - Remote

Relativity; Alabama; Hybride; USD 100 000 - 150 000; Plein temps

Résumé du poste

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic consulting and internal team leadership. You will own a portfolio of Premier Tier accounts, coordinating the cross-functional team and ensuring high-value outcomes across renewal and expansion.

You will model AI adoption, lead change-management efforts, and develop repeatable playbooks. The role requires executive-level credibility, strong governance, and the ability to influence at the C-suite

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management.
• Experience with enterprise or Premier-tier relationships at executive level.
• Proven ability to develop playbooks or enablement assets.
• Deep AI fluency for advising on AI adoption and governance.
• Change-management leadership with evidence of adoption.

Responsabilités

• Own Premier-Tier customer outcomes and coordinate the account team.
• Lead ROI summaries, business reviews, and executive-level reporting.
• Drive AI adoption and change-management practices at the highest level.
• Train and coach CSMs on VO quality and executive engagement.
• Maintain C-suite relationships and collaborate with Sales on expansion.

Connaissances

Executive communication

AI governance

Change management

Strategic account management

Premier-tier relationships

Team leadership

VO playbooks

Business reviews

Cross-functional collaboration

CRM proficiency

Outils

Gainsight

Description du poste

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic consulting and internal team leadership. You will own a portfolio of Premier Tier accounts, coordinating the cross-functional team and ensuring high-value outcomes across renewal and expansion.

You will model AI adoption, lead change-management efforts, and develop repeatable playbooks. The role requires executive-level credibility, strong governance, and the ability to influence at the C-suite