Senior Lead CSM – Premier Accounts & AI Adoption

Relativity; Manchester (NH); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier Tier outcomes, orchestrate the PSP catalogue with cross-functional teams, and drive strategic client programs. You will ensure high-value delivery and customer success quality at the executive level.

You will also lead AI adoption and change management, co-design governance for AI-enabled legal workflows, and build scalable playbooks that elevate the entire CSM team and foster enterprise growth.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with enterprise ownership.
• Proven ability to develop team methodology, playbooks, or enablement assets.
• C-suite credibility: lead exec-level conversations and influence decisions.
• Deep AI fluency: advise on aiR adoption strategy, governance, and workflow transformation.
• Change-management leadership to build internal consensus and measure adoption.
• Commercial awareness: understands renewal dynamics and growth signals.

Responsibilities

• Own Premier-Tier customer outcomes and orchestrate the PSP catalogue with the account team.
• Lead AI adoption and change management for high-value clients and governance.
• Develop repeatable AI adoption playbooks for the segment.
• Maintain C-suite relationships and act as a strategic trusted advisor.
• Partner with AEs and Sales to surface growth signals and co-develop expansions.

Skills

Account Management

Executive Engagement

AI Governance

Change Management

Strategic Planning

Team Leadership

Communication

Collaboration

Relationship Management

Customer Success

Tools

Gainsight

CRM Software

Job description

Relativity seeks a Lead Customer Success Manager to own Premier Tier outcomes, orchestrate the PSP catalogue with cross-functional teams, and drive strategic client programs. You will ensure high-value delivery and customer success quality at the executive level.

You will also lead AI adoption and change management, co-design governance for AI-enabled legal workflows, and build scalable playbooks that elevate the entire CSM team and foster enterprise growth.