Senior Premier CSM: AI Adoption & Exec Strategy (Remote)

Relativity; Charlotte (NC); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking 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 executive-level conversations, and shape the CS practice with repeatable playbooks and governance standards.

You will lead ROI analyses, business reviews, and strategic growth discussions with GCs and senior partners, mentoring peers to elevate adoption maturity and customer value.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with enterprise or premier-tier relationships.
• Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance.
• C-suite credibility: able to lead exec-level conversations, challenge assumptions, and influence strategic decisions.
• Deep AI fluency: advise customers on aiR adoption strategy, governance, and business case for AI-enabled legal practice transformation.
• Change-management leadership to help customers build internal consensus and measure adoption by outcomes.
• Commercial awareness: understands renewal dynamics and growth signals, and how to support Sales without overstepping boundaries.
• Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment.

Responsibilities

• Own Premier-Tier customer outcomes by orchestrating the PSP catalogue and coordinating the account team.
• Own customer health and build the renewal business case daily.
• Lead ROI summaries, benchmarking reports, and executive-level Business Reviews tied to customer priorities.
• Build VO champion relationships and deliver referenceable outcomes for Marketing and Sales.
• Serve as the AI adoption exemplar: lead customers through aiR workflow integration, governance, and defensibility.
• Lead conversations with GCs, senior partners, and legal ops on AI impact and governance.
• Create repeatable AI adoption playbooks and contribute to Tier 1 methodology.
• Train CSMs on VO quality, AI governance conversations, and success planning.
• Represent CS in cross-functional forums and product councils with a customer perspective.
• Maintain C-suite relationships across PSP accounts and co-develop expansion strategies with Sales.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Job description

Relativity is seeking 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 executive-level conversations, and shape the CS practice with repeatable playbooks and governance standards.

You will lead ROI analyses, business reviews, and strategic growth discussions with GCs and senior partners, mentoring peers to elevate adoption maturity and customer value.