Lead Customer Success Manager
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.
Own customer health; make building the renewal business case a daily motion.
Lead ROI Summaries, benchmarking reports, and executive-level Business Reviews that quantify impact and connect to customer C-suite priorities.
Build VO champion relationships; deliver referenceable outcomes that Marketing and Sales leverage - and holdself accountableto referenceable account targets.
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.
Build repeatable AI adoption and change-management playbooks for your segment; contribute to the team’s Tier 1methodology.
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.
Represent the CSM function in cross-functional forums, product councils, or Sales alignment meetings; bring a documented customer perspective that shapes decisions.
Execute with Executive Credibility and Commercial Awareness
Maintain C-suite relationships across PSP accounts; be recognized by customer executives as a strategic peer and change-management advisor
Partner with AEs and Sales leadership as a peer: bring account intelligence, surface growth signals, and co-develop expansion strategies,whilemaintainingthe trusted advisor boundary.
Anticipate and navigate complex stakeholder environments, including multi-entity global structures and political dynamics, without escalation dependency.
WhatWe’reLooking For
7-10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationships
Track recordof driving measurable outcomes across complex, multi-stakeholder accounts at the executive level
Proven ability to develop teammethodology, playbooks, or enablement assets that improve peer performance
C-suite credibility: able to lead exec-level conversations, challenge assumptions constructively, and influence strategic decisions
Deep AI fluency: able to advise customers onaiRadoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformation
Change-management leadership: able to help customers build internal consensus, navigate resistance, and measure adoption by outcomes.
Commercial awareness: understandsrenewal dynamics, growth signals, and how to support Sales without overstepping role boundaries
Required
Deepexpertisein legal technology, eDiscovery, litigation operations, or a compliance-regulated environment. This role advises GCs and senior partners; domain credibility is non-negotiable
Preferred
Background in legal practice, litigation support, or legal operations; the ability to speak as a peer to senior legal professionals
Experience owning Premier or paid success programs with defined SLAs and commercial accountability
Gainsight advanced user; able to build or influence scorecard logic andreportingto drive team outcomes
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 betweenfollowing values:
$100,000 and $150,000The 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