Customer Success Architect

LexisNexis Legal & Professional group; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

LexisNexis Legal & Professional is seeking a Customer Success professional to design end-to-end journeys, drive value-add programs, and lead cross-functional teams across Sales, Product, CS, and GTM functions. The role focuses on mapping customer journeys for prestige and new customers, tracking usage, and delivering training to boost adoption and loyalty.

The ideal candidate will have a proven track record in customer engagement, strong analytical capabilities, and a deep understanding of the

Qualifications

• Bachelor’s Degree with legal qualification.
• Minimum 3 years of post-qualification experience (PQE), preferably in law firms.
• Understanding of SEA’s legal market and legal persona.
• Independent ownership of work streams/projects and deliverables.
• Excellent communication, influencing and interpersonal skills.
• Experience in customer engagement, with strong probing skills to understand customers’ pain points.
• Excel, PowerPoint, CRM and reporting tools knowledge.
• Strong analytical thinking with attention to detail in reports, financial and operational analysis.
• Strong ability to collaborate internally with stakeholders across sales and corporate functions.
• Passion for commercial processes and systems that are effective and efficient.

Responsibilities

• Design and develop end-to-end customer journey and success program.
• Define customers segments and map journey touchpoints for Print & Online products.
• Work with Products, Sales, Marketing, CS to design strategy, value-add service and pricing to drive stickiness.
• Lead CDI, product UAT and provide channel insights to product and technical teams.
• Collaborate with Sales & Marketing to strengthen GTM and achieve commercial success.
• Provide data-driven insights to improve processes and sales initiatives.

Skills

Communication

Interpersonal skills

Analytical thinking

Collaboration

Education

Bachelor’s degree

Legal qualification

Tools

Excel

PowerPoint

CRM

Reporting tools

Job description

LexisNexis Legal & Professional is seeking a Customer Success professional to design end-to-end journeys, drive value-add programs, and lead cross-functional teams across Sales, Product, CS, and GTM functions. The role focuses on mapping customer journeys for prestige and new customers, tracking usage, and delivering training to boost adoption and loyalty.

The ideal candidate will have a proven track record in customer engagement, strong analytical capabilities, and a deep understanding of the