Customer Success Manager

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** About our Team
** Lexis Nexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of , 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.
** About the role
** The Customer Success Manager is responsible for delivering high-impact product training and driving adoption across a high volume of strategic accounts within the UK market.

You will act as a trusted advisor to legal practitioners and tax professionals, ensuring customers maximise value from Lexis Nexis solutions. You will design and deliver tailored training programmes, support change management initiatives, and contribute to client retention, growth and overall customer success outcomes.

This role directly influences customer retention, product adoption and long-term account growth within Lexis Nexis UK. By ensuring customers realise full value from Lexis Nexis’s solutions, the Customer Success Manager plays a critical role in strengthening customer partnerships and supporting revenue protection and expansion.
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* Key Responsibilities:

**** Training & Enablement
*** Deliver clear, engaging virtual and in‑person product training across a range of client accounts.
* Manage multiple accounts, prioritising work based on client needs, opportunities, and risks.
* Tailor training content for different audiences, including partners, lawyers, trainees, PSLs, and knowledge teams.
* Support onboarding for new clients and new users.
* Provide refresher and advanced training to encourage deeper product adoption.
** Account Management & Stakeholder Engagement
*** Build strong, collaborative relationships with stakeholders such as Knowledge Teams, IT, Practice Groups, and Learning & Development.
* Serve as a product specialist for assigned accounts.
* Identify adoption gaps and recommend targeted training or support.
* Partner with Account Managers to align on goals, strategy, and client outcomes.
** Adoption & Value Realisation
*** Use usage data and client insights to shape training plans and engagement strategies.
* Improve adoption of product features through targeted support.
* Contribute to renewal and growth discussions by demonstrating clear product value.
* Share structured client feedback to support product improvements.
** Content & Programme Development
*** Adapt training materials for the UK legal market.
* Contribute to scalable learning content, including webinars, guides, videos, and learning pathways.
* Deliver structured training programmes for large-scale rollouts or new product launches.
** Operational Excellence
*** Coordinate scheduling and logistics across a high-volume account portfolio.
* Maintain accurate client records in CRM systems.
* Monitor key performance indicators such as training delivery, adoption metrics, and customer satisfaction.
* Work effectively within defined service levels.
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* Skills & Experience:

**** Essential
* ** Experience delivering software or product training, ideally within legal, professional services, or technology environments.
* Understanding of the UK legal market and law firm structures.
* Ability to manage multiple accounts and shifting priorities.
* Strong presentation and facilitation skills, both virtually and in person.
* Ability to engage and influence stakeholders at various levels.
* Comfortable using data and insights to guide decisions.
* Strong organisational and prioritisation skills.
* Interest in how AI can support efficiency and client experience.
** Desirable
* ** Experience with legal research platforms or legal technology tools.
* Understanding of change management principles.
* Experience working in Account Management or client-facing environments.
* Familiarity with CRM systems (e.g., Salesforce).
** Competencies &…