About this role.
This Customer Success Manager role at LexisNexis focuses on driving adoption and value for large law firms using legal tech and AI solutions. The position requires a consultative approach to build trusted relationships with stakeholders, develop success plans, and support change management. Ideal candidates have a background in legal environments, customer success, or enterprise software. The role offers a competitive salary range of $71,600-$119,400 and promotes work-life balance with flexible hours.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
I am excited to apply for the Customer Success Manager position at LexisNexis Legal & Professional, leveraging my background in legal technology and customer success to drive value for large law firms. With experience in building trusted advisor relationships and implementing AI-powered solutions, I can help your clients transform their workflows and achieve measurable outcomes.
My understanding of complex legal environments and change management aligns with the requirements of this role. I have successfully guided firms through technology adoption, using data insights to improve retention and growth.
I am particularly drawn to LexisNexis's commitment to innovation in legal AI and its focus on work-life balance. I look forward to contributing to your team's success.
Sample interview questions
I would start by understanding their specific pain points and workflows, then demonstrate how AI can alleviate those challenges through measurable outcomes. Building a relationship with key stakeholders and providing tailored training and support would be crucial to gradually overcome resistance.
In a previous role, I tracked usage patterns and health scores to identify at-risk accounts. By analyzing feature adoption and support interactions, I created a proactive outreach plan that increased renewal rates by 20% within six months.
I prioritize by account health and potential impact, using a structured cadence for check-ins and success plans. Regular use of CRM and analytics helps me stay on top of each account's status and address issues promptly.
I have led change initiatives in law firms by engaging champions at various levels, providing ongoing training, and communicating benefits clearly. For example, I helped a firm transition from legacy systems to a cloud-based platform, resulting in a 30% increase in efficiency.
I would share customer feedback and usage data regularly with both teams during QBRs and backlog sessions. For instance, I once identified a feature gap through customer interviews that led to a product update reducing churn by 15%.
Do you have a JD?
Are you passionate about helping legal professionals transform the way they work through technology and AI?
Do you thrive in strategic customer-facing roles where you can drive measurable business outcomes and lasting partnerships?
About the Role
The Large Law Customer Success Manager is a strategic, consultative individual contributor responsible for driving customer value, workflow transformation, adoption, retention, and usage growth across a portfolio of large law firm customers. These accounts require a strong understanding of complex legal workflows, stakeholder dynamics, technology adoption, and the evolving role of AI in legal work.
This role helps large law firms integrate LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily practice, ensuring customers not only adopt the platform but realize measurable business outcomes from it.
The Large Law Customer Success Manager serves as a trusted advisor to customer stakeholders, guiding success planning, workflow adoption, and change management across sophisticated legal environments.
Responsibilities
Manage a portfolio of large law firm accounts, driving adoption, customer value, retention, and usage growth
Build trusted advisor relationships with key stakeholders and develop tailored success plans aligned to firm priorities
Guide firms in embedding drafting, research, analytics, and AI-powered workflow solutions into daily legal work
Partner cross-functionally with Sales, Product, Marketing, and Enablement on planning, reviews, renewals, and growth
Use customer health, engagement, and usage insights to identify opportunities, address risks, and improve outcomes
Lead proactive engagement to support change management and accelerate adoption
Represent the voice of the customer by sharing insights to improve products and overall customer experience
Requirements
Experience working with law firms, legal professionals, or legal technology environments
Background in customer success, account management, consulting, enterprise software, or solution adoption roles
Understanding of large law firm workflows, stakeholder dynamics, and legal technology trends including AI
Ability to build strong relationships and lead strategic, value-focused customer conversations
Experience supporting change management and driving adoption across complex environments
Ability to use customer data, usage insights, and feedback to inform account strategies and improve retention
Familiarity with CRM, analytics, and customer success tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms
Experience working with AI-powered tools or technologies
Work in a Way That Works for You
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working Pattern
Working flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
About the Business
LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
U.S.
National Base Pay Range: $71,600 – $119,400. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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