Regional Manager, Customer Success (West Coast)- Legal Tech
About The Position
The Regional Manager, Customer Success leads a team of consultative professionals supporting Large Law firms to realize value from LexisNexis research, drafting, analytics, and AI‑powered workflow solutions. This role owns the regional customer success motion, ensuring strong adoption, workflow transformation, retention, and usage growth. You will combine people leadership, executive presence, and a modern customer success approach focused on measurable business outcomes. LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles.
Requirements
- Bachelor’s degree and B2B SaaS experience required, with legal industry exposure preferred; JD strongly preferred
- Experience leading consultative, customer‑facing teams in legal technology, enterprise software, customer success, or related environments
- Strong understanding of large law firm workflows, stakeholder dynamics, and AI‑enabled legal research and drafting
- Proven ability to coach teams on strategic account planning, stakeholder engagement, and value‑based conversations
- Experience using customer health, engagement, and usage data to guide account strategy and improve outcomes
- Comfort working with CRM, customer success, analytics, and AI‑enabled tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms
- Demonstrated executive presence, commercial acumen, and change leadership capability
Nice To Haves
- legal industry exposure preferred
- JD strongly preferred
Responsibilities
- Lead and develop a high‑performing team responsible for adoption, workflow transformation, customer value, and retention across Large Law accounts
- Own regional customer success strategy and execution, including customer health, value realization, retention, and usage growth
- Coach team members to act as trusted advisors and create tailored success plans aligned to customer goals and workflows
- Partner cross‑functionally with Client Managers, Sales, Product, Marketing, and Enablement on strategic account planning and reviews
- Use customer health, engagement, and usage data to prioritize accounts and address adoption or change management challenges
- Drive continuous improvement in retention and expansion through insight‑led customer engagement
- Represent the voice of the customer by sharing actionable insights with leadership and product teams
Benefits
- numerous wellbeing initiatives
- shared parental leave
- study assistance
- sabbaticals
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What This Job Offers
Job Type
Full-time
Career Level
Manager
