Senior Premier CSM: AI Adoption & Exec Strategy

Relativity; Wichita (KS); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier Tier outcomes and lead AI adoption across high-value accounts. You will coordinate the account team, drive ROI-related business reviews, and shape the customer success program for executive-level impact.

You’ll mentor the CSM team, develop repeatable playbooks, and partner with Sales to identify growth opportunities while maintaining trusted-advisor standards.

Qualifications

• Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment; domain credibility is non-negotiable.
• Background in legal practice, litigation support, or legal operations; speak as a peer to senior legal professionals.

Responsibilities

• Own Premier-Tier customer outcomes: orchestrate the PSP catalogue, coordinate the account team, and ensure overall success program quality.
• Lead AI adoption and change management at the highest level: guide governance, defensibility, and AI-governed legal workflows with GCs and senior leaders.
• Serve as a methodology leader and internal multiplier: drive department initiatives, train CSMs, and participate in cross-functional forums.
• Execute with executive credibility and commercial awareness: maintain C-suite relationships and collaborate with Sales on growth while safeguarding boundaries.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity seeks a Lead Customer Success Manager to own Premier Tier outcomes and lead AI adoption across high-value accounts. You will coordinate the account team, drive ROI-related business reviews, and shape the customer success program for executive-level impact.

You’ll mentor the CSM team, develop repeatable playbooks, and partner with Sales to identify growth opportunities while maintaining trusted-advisor standards.