Customer Success Manager Law Accounts; Legal Tech
Job in
Leominster, Worcester County, Massachusetts, 01453, USA
Listed on 2026-07-07
Listing for:
LexisNexis
Full Time
position Listed on 2026-07-07
Job specializations:
-
Business
Client Relationship Manager, Customer Success Mgr./ CSM, CRM System
Job Description & How to Apply Below
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. This role integrates Lexis Nexis drafting, research, analytics, and AI‑powered workflow solutions into daily practice, ensuring customers adopt the platform and realize measurable business outcomes.
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.
- 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.
U.S. National Base Pay Range: $71,600 – $119,400. Geographic differentials may apply. This role is eligible for an annual incentive bonus.
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