Senior Level Customer Success Operations Jobs
Senior level customer success operations jobs place experienced professionals in charge of strategic direction, cross-functional program ownership, and the operational frameworks their teams execute against. Openings concentrate across Technology & Software, Consulting & Professional Services, and Banking & Financial Services, with a strong mix of remote and on-site positions, and employers like Samsara, Stripe, and Housecall Pro hiring at this level now.
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Showing 5 of 83+ Senior Level Customer Success Operations jobs
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, coordinate the account team (TAM, A doption 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 hold self accountable to 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 comprehensive aiR workflow 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 their risk posture. 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 1 methodology .
Serve as a Methodology Leader and Internal Multiplier
Own at least one department-level initiative per year with measurable business impact (e.g., AI adoption playbook development, Tier 1 methodology , 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 , while maintaining the trusted advisor boundary.
Anticipate and navigate complex stakeholder environments, including multi-entity global structures and political dynamics, without escalation dependency.
What We’re Looking For
7–10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationships
Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level
Proven ability to develop team methodology , 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 on aiR adoption 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 : understands renewal dynamics, growth signals, and how to support Sales without overstepping role boundaries
Required
Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment . T his role advises GCs and senior partners; domain credibility is non-negotiable
Preferred
Background in legal practice, litigation support, or legal operations ; t he 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 and reporting to 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 between following 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 LeadershipPosting 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, coordinate the account team (TAM, A doption 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 hold self accountable to 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 comprehensive aiR workflow 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 their risk posture. 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 1 methodology .
Serve as a Methodology Leader and Internal Multiplier
Own at least one department-level initiative per year with measurable business impact (e.g., AI adoption playbook development, Tier 1 methodology , 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 , while maintaining the trusted advisor boundary.
Anticipate and navigate complex stakeholder environments, including multi-entity global structures and political dynamics, without escalation dependency.
What We’re Looking For
7–10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationships
Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level
Proven ability to develop team methodology , 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 on aiR adoption 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 : understands renewal dynamics, growth signals, and how to support Sales without overstepping role boundaries
Required
Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment . T his role advises GCs and senior partners; domain credibility is non-negotiable
Preferred
Background in legal practice, litigation support, or legal operations ; t he 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 and reporting to 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 between following 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 LeadershipSee All 83 Senior Level Customer Success Operations Jobs
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Find JobsSenior Level Customer Success Operations Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software48
- Consulting & Professional Services7
- Banking & Financial Services6
- Electronics & Hardware5
- Telecommunications2
Senior Level Customer Success Operations Jobs: Frequently Asked Questions
How do I get a senior level customer success operations job?
Employers hiring at this level look for candidates who have owned measurable outcomes, not just contributed to them. Highlight experience redesigning processes, leading cross-functional initiatives, and using data to drive retention or expansion decisions. Demonstrated ability to mentor junior team members and influence product or go-to-market strategy without direct authority consistently gives candidates an edge at the senior level.
Which companies hire senior level customer success operationss?
Companies hiring senior level customer success operationss right now include Samsara, Stripe, and Housecall Pro, based on current listings on Migrate Mate as of September 2026. Hiring at this level tends to concentrate at growth-stage technology companies and established enterprises that run complex, scaled customer programs requiring dedicated operational leadership.
Are there remote senior level customer success operations jobs?
Yes, though availability varies by employer and scope of the role. About 55% of senior level customer success operations openings are remote or hybrid as of September 2026, reflecting how broadly companies have accepted distributed leadership in this function. Roles with heavy cross-functional coordination or executive visibility are more likely to require some on-site presence.
What makes a customer success operations role senior level?
Senior level customer success operations roles are defined by scope, ownership, and influence. Where mid-level roles execute within established systems, senior roles are expected to design or overhaul those systems, set priorities for the team, and translate business goals into operational strategy. Mentoring junior staff, partnering with product or revenue leadership, and owning program outcomes end-to-end are all hallmarks of the senior level.
Which industries hire the most senior level customer success operationss?
Senior level customer success operations roles concentrate in Technology & Software, Consulting & Professional Services, and Banking & Financial Services, based on current listings on Migrate Mate as of September 2026. These sectors tend to run large, recurring-revenue customer bases where operational rigor directly affects retention, expansion, and overall customer lifetime value, creating strong demand for experienced operators at the senior level.