Strategic CSM Lead — Premier Accounts & AI Change

Relativity; Baltimore (MD); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity in Baltimore, MD is seeking a Lead Customer Success Manager to oversee Premier Tier accounts, drive AI adoption, and lead a high‑impact CSM team across complex, multi‑stakeholder relationships.

You will partner with sales, TAMs, and delivery teams to secure renewals, develop ROI narratives, and co‑design AI‑governed workflows for GCs and senior partners. The role emphasizes change management, executive engagement, and building scalable playbooks for tier‑1 customers.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management.
• Experience with enterprise or premier-tier relationships at executive level.
• Ability to develop playbooks and enablement assets for peers.

Responsibilities

• Own Premier-Tier customer outcomes and ROI summaries.
• Lead AI adoption and change management at executive level.
• Train CSMs and represent the function in cross-functional forums.
• Maintain C-suite relationships and partner with Sales for expansion.

Skills

Account management

Executive communication

Strategic planning

Change management

Cross-functional leadership

Renewals focus

Stakeholder management

Team leadership

CRM proficiency

AI governance awareness

Tools

Gainsight

Job description

Relativity in Baltimore, MD is seeking a Lead Customer Success Manager to oversee Premier Tier accounts, drive AI adoption, and lead a high‑impact CSM team across complex, multi‑stakeholder relationships.

You will partner with sales, TAMs, and delivery teams to secure renewals, develop ROI narratives, and co‑design AI‑governed workflows for GCs and senior partners. The role emphasizes change management, executive engagement, and building scalable playbooks for tier‑1 customers.