Customer Success Manager

Department: Commercial

Employment Type: Full Time

Location: London

Reporting To: Reyhan Alhas

The Customer Success Manager (CSM) is responsible for managing a portfolio of Lexology PRO and SPG customers, ensuring they realise value from their investment and achieve their business objectives. The role is accountable for driving customer retention, product adoption, engagement, and overall customer satisfaction throughout the customer lifecycle.

Working closely with customers, the CSM develops trusted relationships, delivers proactive success planning, identifies risks and opportunities, and helps customers maximise the value of the platform. Success is measured through customer outcomes, Gross Revenue Retention (GRR), engagement levels, renewal performance, and the identification of expansion opportunities.

The CSM team leverages Churn Zero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement, and support data‑driven decision making. The role collaborates closely with Sales, Product, Marketing, Support, and Retention teams to ensure customer needs are understood, issues are resolved efficiently, and customers receive a consistent and high‑quality experience.

As part of the Customer Excellence organisation, the CSM contributes to the continuous improvement of customer success processes, best practices, and scalable engagement programmes that support customer growth and long‑term retention.

• Manage customer onboarding, success plans and engagement across an allocated portfolio.
• Build relationships with users, decision-makers and commercial stakeholders.
• Monitor usage, engagement and customer health, acting early to mitigate risk.
• Deliver customer reviews, training and tailored initiatives that increase adoption and value.
• Deliver digital‑first and one‑to‑many engagement programmes, complemented by personal outreach.
• Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.
• Maintain accurate account records and contribute to team knowledge sharing and improvement.

• Experience in a customer‑facing B2B role;
  Customer Success or account management experience is advantageous.
• Strong communication, relationship‑building and organisational skills.
• Experience delivering digital‑first customer engagement, such as automated journeys, webinars and campaigns.
• A proactive, customer‑focused and commercially aware approach.
• Confidence using data and customer insight to prioritise actions and improve outcomes.
• Knowledge from working with Customer Success Platforms, such as Churn Zero, Gainsight or Planhat.
• Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.

• Gross Revenue Retention (GRR)
• Renewal rates and churn reduction
• Product adoption and utilisation
• Customer engagement and health score improvements
• Customer Satisfaction (CSAT)
• Percentage of customers enrolled in digital journeys and automated engagement programmes

Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.

Through proprietary data, deep market expertise and AI‑enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.

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