Posting Type
Remote/Hybrid
Job Overview
The Lead Customer Success Manager operates at the intersection of strategic customer consulting and internal team leadership. This role owns a portfolio of Premier Tier (PSP) accounts, which are the highest-value, most complex relationships in the business. This role also serves as a methodology leader, coaching resource, and execution standard-setter for the broader CSM team. The Lead CSM is accountable, not only for their own portfolio outcomes, but for the quality of AI adoption, change-management practice, and domain expertise that CSMs in their orbit deliver. This role shapes what excellence looks like.
Job Description and Requirements
Own Premier-Tier Customer Outcomes
Deliver the full Premier Tier value proposition: orchestrate the PSP catalogue, coordinatethe account team(TAM, Adoption Services, Executive Sponsor), and own the customer’s overall success program quality.
Lead AI Adoption and Change Management at the Highest Level
Serve as the team’s AI adoption and change-management exemplar: lead customers through comprehensiveaiRworkflow integration, advising on governance, defensibility, and how to transform legal practice.
Own the conversation with GCs, senior partners, and legal ops leaders on what AI means for their team, their workflows, and theirriskposture. Be the person customers trust to co-design AI-governed legal workflows.
Use generative AI tools to accelerate success planning, VO creation, and customer prep,and model what this looks like for peers.
Serve as a Methodology Leader and Internal Multiplier
Own at least one department-level initiative per year with measurable business impact (e.g., AIadoptionplaybook development, Tier 1methodology, change-management framework).
Train and coach CSMs on VO quality, Tier 1 adoption, AI governance conversations, exec engagement, and success planning; serve as the practical expert peers go to before escalating to management.
Execute with Executive Credibility and Commercial Awareness
Partner with AEs and Sales leadership as a peer: bring account intelligence, surface growth signals, and co-develop expansion strategies,whilemaintainingthe trusted advisor boundary.
Deep AI fluency: able to advise customers onaiRadoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformation
Deepexpertisein legal technology, eDiscovery, litigation operations, or a compliance-regulated environment. This role advises GCs and senior partners; domain credibility is non-negotiable
Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between following values:
$100,000 and $150,000
The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
Required Skills:
Account Management, Collaboration, Communication, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, Strategic Planning, Team Leadership
