Senior Leader, Premier CSM & AI Adoption

Relativity; Oregon (WI); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to own Premier Tier accounts and lead a cross-functional team of TAMs, Adoption Services, and executives.

You will shape AI adoption, change-management practices, and a scalable methodology, coaching peers while driving renewal and growth across complex enterprise relationships.

The role requires 7–10 years in customer success or strategic accounts, deep legal tech experience, and a proven ability to influence at C-suite level.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise or premier-tier relationships
• Deep expertise in legal technology, eDiscovery, or a compliance-regulated environment
• Experience owning Premier or paid success programs with defined SLAs and commercial accountability
• Gainsight advanced user; able to build or influence scorecard logic and reporting to drive team outcomes

Responsibilities

• Own Premier-Tier customer outcomes; orchestrate PSP catalogue and lead the account team
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews
• Build VO champion relationships; deliver referenceable outcomes for Marketing and Sales
• Lead AI adoption and change-management exemplars across client orgs
• Own at least one department-level initiative per year with measurable business impact
• Train and coach CSMs on VO quality, AI governance conversations, and success planning
• Maintain C-suite relationships across PSP accounts and surface growth signals

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to own Premier Tier accounts and lead a cross-functional team of TAMs, Adoption Services, and executives.

You will shape AI adoption, change-management practices, and a scalable methodology, coaching peers while driving renewal and growth across complex enterprise relationships.

The role requires 7–10 years in customer success or strategic accounts, deep legal tech experience, and a proven ability to influence at C-suite level.