Customer Success Specialist

 

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (www.relx.com), 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 (https://stories.relx.com/responsible-ai-principles/index.html).

About the Role

 We are looking for a Customer Success Specialist. In this role you will play a strategic role in driving customer value, adoption, and long-term partnership. As AI-powered tools and data insights reshape the customer lifecycle, this role blends human expertise with intelligent automation to proactively guide customers, maximise product outcomes, and influence product evolution. The ideal candidate is customer-centric, tech-forward, analytically minded, and skilled at orchestrating value across the entire customer journey. 

Responsibilities

1. Strategic Relationship Management 

• Serve as a trusted advisor by deeply understanding customers' business objectives, workflows, and success metrics. 

• Identify customer champions and stakeholders; build multi-level engagement plans. 

• Map customer requirements against organisational ambitions and ensure LN solutions align with desired outcomes. 

• Conduct strategic value conversations supported by data and AI-generated insights. 

2. Activation, Setup & AI-Enabled Onboarding 

• Activation and configuration of LexisNexis solutions, ensuring a smooth, personalised onboarding journey. 

• Utilise AI-based onboarding tools to analyse customer profiles and recommend optimal product configurations. 

• Train customers on platform navigation, key workflows, and advanced AI capabilities. 

• Monitor onboarding progress through digital adoption analytics to detect friction early. 

3. Driving Adoption & Value Realisation 

• Leverage product usage dashboards, predictive analytics, and customer health scoring to drive targeted adoption interventions. 

• Run periodic value reviews (VRs) using insights from AI-generated usage summaries and ROI reports. 

• Build adoption playbooks tailored by persona, industry, and customer maturity. 

• Proactively identify gaps in utilisation and recommend high-value features or workflows. 

4. Retention, Renewals & Growth 

• Follow customer retention strategy using a blend of human relationship management and automated signals. 

• Identify upsell and cross-sell opportunities based on customer goals, usage trends, and predictive insights. 

• Collaborate with Sales to execute expansion strategies. 

5. Customer Intelligence, Escalations & Documentation 

• Maintain accurate CRM and CS platform records including health scores, engagement notes, and action items. 

• Use AI-assisted documentation tools to ensure complete, timely, and structured customer data. 

• Identify patterns from feedback and usage data to contribute to product enhancement initiatives. 

6. Cross-Functional Collaboration & Advocacy 

• Partner with Product, Sales, Marketing, and Support to deliver a frictionless, insight-led customer experience. 

• Bring structured customer intelligence to internal teams to influence roadmap and customer-centric innovation. 

• Participate in the development of digital CS programs, AI-enhanced engagement workflows, and scalable success models. 

Requirements

Education 

• Degree in Law, would be an advantage. 

Experience 

• 2–3 years in Customer Success, Account Management, Professional Services, or a customer-facing role. 

• Experience working with digital products, legal/tech platforms, or customer data analytics is advantageous. 

• Experience working with Government and corporate clients will be beneficial. 

We welcome candidates from all backgrounds to apply and join our inclusive and diverse team. We value different perspectives and believe they contribute to our success.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. 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.

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.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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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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