Job Description
**Qualified candidates must reside in Texas, due to the territory. About the RoleThe 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. The ideal candidate brings executive presence, commercial acumen, strong customer engagement skills, and a modern customer success mindset grounded in value realization and measurable business outcomes.
Responsibilities- Manage a portfolio of Large Law Accounts and serve as the primary customer success lead responsible for adoption, workflow transformation, customer value, retention, and usage growth.
- Build trusted advisor relationships with customer stakeholders and develop tailored success plans aligned to firm goals, legal workflows, and business priorities.
- Drive customer adoption and value realization by helping firms embed LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily legal work.
- Partner cross-functionally with Client Managers, Sales, Product, Marketing, and Enablement on account planning, executive business reviews, renewal support, expansion opportunities, and risk mitigation.
- Use customer health, engagement, and usage data to identify adoption barriers, guide change management, and drive proactive outreach that improves retention and growth.
- Support customer engagement strategies that increase awareness, usage, and measurable value across practice groups, departments, and key stakeholder audiences.
- Serve as the voice of the customer by sharing account insights, workflow needs, and product feedback with internal stakeholders to improve the customer experience and inform future enhancements.
Requirements- JD and experience working with law firms, legal professionals, or legal technology.
- Experience in customer success, account management, consulting, legal technology, enterprise software, or solution adoption roles supporting complex customer environments.
- Understanding of large law firm workflows, stakeholder dynamics, and the role of AI in legal research, drafting, summarization, and productivity transformation.
- Demonstrated ability to build strong customer relationships, lead strategic customer conversations, support change management, and deliver value-based engagement plans.
- Experience using product usage, customer health, and engagement data to guide account strategy, improve retention, and support broader adoption and expansion.
- Proficiency with CRM, customer success, enablement, analytics, and AI-powered tools, including Salesforce, Gong, Seismic, Tableau, and LLM-based technologies or similar platforms.
- Have the ability to travel to accounts, as needed
Work in a Way That Works for YouWe 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 PatternWorking 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.
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.
