Strategic Customer Success Manager
About The Position
LexisNexis Legal & Professional is seeking a strategic, relationship-driven Customer Success Manager to manage a small portfolio of high-value strategic clients adopting and scaling Nexis+ AI. The role owns the post-sale relationship and serves as a trusted advisor and AI adoption champion, helping clients realize business value, deepen engagement, and identify opportunities for growth. The position also brings client feedback and priorities to internal teams to inform the development of AI capabilities. The Customer Success Manager works with clients to understand their goals and KPIs, tailor onboarding and adoption efforts, and sustain engagement. The role partners with Sales, Product, Support, and Engineering; creates account success plans and conducts QBRs and health checks; tracks account and product metrics; manages risk and escalations; and delivers enablement, best practices, and industry insights. The position is eligible for an annual incentive bonus. The U.S. national base pay range is $78,800–$131,300, with geographic differentials in some locations.
Requirements
- At least 5 years of experience in Customer Success, Account Management, or a similar client-facing role; AI, SaaS, or emerging-technology experience is preferred.
- Experience managing enterprise or strategic accounts, including driving adoption of new or evolving technology.
- Exceptional communication, presentation, and relationship-building skills, including experience engaging with C-suite stakeholders.
- Strong business acumen and a consultative approach to client interactions.
- Ability to work cross-functionally and influence without authority.
- Comfort navigating ambiguity and tailoring approaches to different stakeholders in a fast-evolving AI landscape.
- Curiosity about AI and passion for helping clients understand, adopt, and realize its value.
- Experience with CRM tools such as Salesforce, Gainsight, ChurnZero, or other relevant platforms.
Nice To Haves
- Background in Professional Services, Management Consulting, or Financial Services.
- Experience with product integrations or technical onboarding.
- Experience driving adoption of AI or other emerging technologies, digital transformation, or organizational change management initiatives.
Responsibilities
- Own and deepen relationships with a portfolio of strategic accounts, guiding clients as they adopt and scale the AI solution.
- Understand clients’ business goals and KPIs and how the AI solution supports their broader strategy.
- Lead client onboarding, adoption, and expansion efforts tailored to client needs, focusing on sustained engagement.
- Work with Sales, Product, Support, and Engineering to champion client priorities and inform the AI solution roadmap.
- Develop and execute account success plans, QBRs, and health checks, using AI adoption and value realization as core measures.
- Identify upsell, cross-sell, and renewal opportunities in partnership with Sales, particularly involving expanded AI use cases.
- Proactively mitigate risk and resolve escalations to support customer satisfaction and retention.
- Drive change management and enablement, including training sessions, best-practice playbooks, and development of internal client champions.
- Share insights, best practices, and industry trends to help clients get value from the AI solution.
- Track AI feature adoption, product usage, NPS, churn, and account health, and communicate the resulting value story to clients and internal stakeholders.
Benefits
- Comprehensive medical, dental, and vision benefits through a multi-carrier program.
- 401(k) with match.
- Employee Share Purchase Plan.
- Wellness platform with incentives.
- Headspace app subscription.
- Employee Assistance and time-off programs.
- Short- and long-term disability insurance.
- Life and Accidental Death Insurance.
- Critical Illness and Hospital Indemnity coverage.
- Family benefits, including bonding and family care leaves, adoption and surrogacy benefits.
- Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with a charity of choice.
- Annual incentive bonus.
- Flexible hours and wellbeing initiatives supporting work/life balance.
- Shared parental leave.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
