Senior Premier CSM: AI Adoption & Strategy Leader

Relativity; New York (NY); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation package

Job summary

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own Premier-Tier accounts, co-create AI adoption strategies, and shape the CSM function through measurable, executive-level outcomes.

In this role you will lead ROI analyses, business reviews, and referenceable client results, while driving change-management and governance for AI-enabled legal practice transformations.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise experience.
• Proven ability to lead executive-level conversations and influence decisions.
• Strong AI fluency and governance knowledge for AI adoption in legal practice.
• Experience building playbooks and methodologies that improve peer performance.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate the PSP catalogue and coordinate cross-functional teams.
• Lead AI adoption and change-management with governance and risk-focused guidance.
• Serve as a methodology leader and internal multiplier for the CS organization.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.
• Navigate complex multi-entity stakeholder environments to ensure renewal and growth.

Skills

Executive-level engagement

AI governance

Change-management

Portfolio management

Strategic planning

Leadership

Cross-functional collaboration

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager who operates at the intersection of strategic customer consulting and internal team leadership. You will own Premier-Tier accounts, co-create AI adoption strategies, and shape the CSM function through measurable, executive-level outcomes.

In this role you will lead ROI analyses, business reviews, and referenceable client results, while driving change-management and governance for AI-enabled legal practice transformations.