Customer Success Architect

LexisNexis; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

LexisNexis Legal & Professional is seeking a Customer Success professional to lead metrics-driven customer success programs. You’ll manage a cross-functional team across Sales, Product, CS and GOTC to map customer journeys for prestige, new onboarding and win-back programs.

You will provide data-driven analysis, develop engagement strategies, and drive CDI and focus groups to improve product development and account value. Strong communication and ownership are essential.

Qualifications

• Bachelor’s Degree with legal qualification; PQE 3+ years in law firms preferred.
• Excellent communication, influencing and interpersonal skills.
• Experience in customer engagement with strong probing skills to understand customer pain points.
• Strong analytical thinking with attention to detail in reports and data.
• Independent ownership of work streams and deliverables.
• Proficiency in Excel, PowerPoint, CRM and reporting tools.

Responsibilities

• Design end-to-end customer journey and success program; map segments and touchpoints for Print & Online products.
• Work with Product, Sales and Marketing to design strategy, value-add services and pricing to drive stickiness and satisfaction.
• Lead CDI, product UAT and feedback sessions; channel insights to product/tech teams.
• Engage with external stakeholders to gather market intelligence and develop business opportunities.
• Develop and run customer value-add programs to drive loyalty and brand awareness.
• Deliver onboarding and training sessions to drive adoption and usage of LN’s product and content.

Skills

Customer engagement

Communication

Interpersonal skills

Analytical thinking

Project ownership

Team collaboration

Probing skills

Education

Bachelor’s Degree with legal qualification

Tools

Excel

PowerPoint

CRM

Reporting tools

Job description

LexisNexis Legal & Professional is seeking a Customer Success professional to lead metrics-driven customer success programs. You’ll manage a cross-functional team across Sales, Product, CS and GOTC to map customer journeys for prestige, new onboarding and win-back programs.

You will provide data-driven analysis, develop engagement strategies, and drive CDI and focus groups to improve product development and account value. Strong communication and ownership are essential.