Senior Customer Success & AI Change Lead - Remote
Relativity
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Job summary
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.
Responsibilities
- 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.
Skills
Tools
Job description
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
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