Customer Success Manager - Lexology PRO

Centellic; Greater London; Presencial; GBP 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Eye care

Employee Assistance Programme

Birthday off

Pension (employer/employee)

Life assurance

Cycle to work

Season ticket loan

Wellbeing allowance

Puregym access

Perks at work

Private healthcare

Company socials

Affinity networks

Mentoring scheme

Volunteering Day

Mortgage Advice

Work from anywhere (2 weeks)

Generous parental leave

Descripción de la vacante

Centellic is seeking a Customer Success Manager to manage a portfolio of Lexology PRO and SPG customers in London, ensuring value realization and business outcomes across the customer lifecycle.

You will build trusted relationships, deliver proactive success planning, monitor health and usage, and coordinate with Sales, Product, Marketing, Support and Retention to maximise renewal and expansion opportunities.

Formación

• Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
• Strong communication, relationship-building and organisational skills.
• Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.

Responsabilidades

• 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.
• 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.

Conocimientos

Customer Success

Account management

Communication

Relationship building

Data-driven

ChurnZero/Gainsight/Planhat

Herramientas

ChurnZero

Gainsight

Planhat

Descripción del empleo

Description 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.

Department: Commercial
Employment Type: Full Time
Location: London

Description 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 ChurnZero 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.

Key Responsibilities

• 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.
• 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.

Skills Knowledge and Expertise

• Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
• Strong communication, relationship-building and organisational skills.
• A proactive, customer-focused and commercially aware approach.
• Confidence using data and customer insight to prioritise actions and improve outcomes.
• Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.
• Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.

Success Measures

• 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

About Centellic

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.

At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.

Why Centellic?

At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.

Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.

Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.

Benefits

Start Of Employment

• Eye care
• Employee Assistance Programme
• A day off for your birthday

After 3 Months Employment

• Pension (4% employer contribution and 4% employee contribution)

After 4 Months Employment

• Life assurance

After Probation

• Cycle to work scheme
• Season ticket loan
• £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
• Puregym access
• Perks at work platform access

After 1 Year Service

• Private healthcare

Additional Perks

• Company socials
• Access to Employee Affinity Networks
• Mentoring scheme
• Volunteering Day
• Mortgage Advice
• Work from anywhere (2 weeks)
• Generous parental leave

We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.

‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’