Strategic CSM Lead for Premier Accounts & AI Adoption

Relativity; Louisville (KY); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity seeks a Lead Customer Success Manager to own premier-tier accounts and lead AI adoption within the CSM team. You will drive executive-level engagement, governance, and ROI-focused outcomes while shaping standard practices.

You will mentor peers, coordinate cross-functional teams, and ensure renewal and expansion signals are identified and acted upon, maintaining strategic relationships at the C-suite level.

Qualifications

• 7-10 years in Customer Success, Consulting, or Strategic Account Management with enterprise/premier-tier relationships.
• Proven ability to develop team methodology, playbooks, or enablement assets.
• C-suite credibility and capability to lead executive-level conversations.

Responsibilities

• Own Premier-Tier Customer Outcomes: coordinate the account team and ensure the customer success program quality.
• Lead AI adoption and change-management at the highest level with governance and defensibility.
• Serve as a methodology leader and internal multiplier across the CSM team.
• Execute with executive credibility and commercial awareness with end-to-end ROI emphasis.
• Maintain C-suite relationships and co-develop expansion strategies with Sales.

Skills

Account Management

Collaboration

Communication

CRM

Relationship Management

Strategic Planning

Team Leadership

Customer Success

Change Management

Tools

Gainsight

Job description

Relativity seeks a Lead Customer Success Manager to own premier-tier accounts and lead AI adoption within the CSM team. You will drive executive-level engagement, governance, and ROI-focused outcomes while shaping standard practices.

You will mentor peers, coordinate cross-functional teams, and ensure renewal and expansion signals are identified and acted upon, maintaining strategic relationships at the C-suite level.