Large Law Customer Success Manager (Chicago, IL)

HPCC Systems; Chicago (IL); Hybrid; USD 78,000 - 131,000; Full time

Job summary

LexisNexis Legal & Professional in Chicago seeks a Large Law Customer Success Manager to drive adoption, value realization, and growth across a portfolio of major law firms. You will guide success planning and change management, partnering across Sales, Product, and Enablement to ensure strategic outcomes.

The role emphasizes executive engagement, complex workflows, and AI-enabled workflows to improve daily practice and client outcomes.

Qualifications

• JD degree and experience working with law firms or legal professionals.
• Experience in customer success, account management, consulting, or enterprise software.
• Understanding of large law firm workflows and AI in legal work.

Responsibilities

• Manage a portfolio of Large Law Accounts and lead adoption, transformation, retention, and growth.
• Build trusted relationships and develop tailored success plans aligned to firm goals.
• Drive value realization by embedding drafting, research, analytics, and AI-powered tools.
• Collaborate with Sales, Product, and Enablement on planning and renewals.

Skills

Customer relationship management

Strategic thinking

Change management

Executive communication

Education

J.D. degree

Tools

Salesforce

Gong

Seismic

Tableau

LLM-based tools

Job description

Are you passionate about helping legal professionals transform the way they work through technology and AI? Do you thrive in strategic customer-facing roles where you can drive measurable business outcomes and lasting partnerships? About our Team LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers.

About the Role

This role requires residing in Chicago or its neighboring suburbs. The Large Law Customer Success Manager is a strategic, consultative individual contributor responsible for driving customer value, workflow transformation, adoption, retention, and usage growth across a portfolio of large law firm customers. These accounts require a strong understanding of complex legal workflows, stakeholder dynamics, technology adoption, and the evolving role of AI in legal work. This role helps large law firms integrate LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily practice, ensuring customers not only adopt the platform but realize measurable business outcomes from it. The Large Law Customer Success Manager serves as a trusted advisor to customer stakeholders, guiding success planning, workflow adoption, and change management across sophisticated legal environments. The ideal candidate brings executive presence, commercial acumen, strong customer engagement skills, and a modern customer success mindset grounded in value realization and measurable business outcomes.

Responsibilities

• Manage a portfolio of Large Law Accounts and serve as the primary customer success lead responsible for adoption, workflow transformation, customer value, retention, and usage growth.
• Build trusted advisor relationships with customer stakeholders and develop tailored success plans aligned to firm goals, legal workflows, and business priorities.
• Drive customer adoption and value realization by helping firms embed LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily legal work.
• Partner cross-functionally with Client Managers, Sales, Product, Marketing, and Enablement on account planning, executive business reviews, renewal support, expansion opportunities, and risk mitigation.
• Use customer health, engagement, and usage data to identify adoption barriers, guide change management, and drive proactive outreach that improves retention and growth.
• Support customer engagement strategies that increase awareness, usage, and measurable value across practice groups, departments, and key stakeholder audiences.
• Serve as the voice of the customer by sharing account insights, workflow needs, and product feedback with internal stakeholders to improve the customer experience and inform future enhancements.

Requirements

• JD degree and experience working with law firms, legal professionals, or legal technology.
• Experience in customer success, account management, consulting, legal technology, enterprise software, or solution adoption roles supporting complex customer environments.
• Understanding of large law firm workflows, stakeholder dynamics, and the role of AI in legal research, drafting, summarization, and productivity transformation.
• Demonstrated ability to build strong customer relationships, lead strategic customer conversations, support change management, and deliver value-based engagement plans.
• Experience using product usage, customer health, and engagement data to guide account strategy, improve retention, and support broader adoption and expansion.
• Proficiency with CRM, customer success, enablement, analytics, and AI-powered tools, including Salesforce, Gong, Seismic, Tableau, and LLM-based technologies or similar platforms.

Work in a Way That Works for You

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

Primary Location Base Pay Range: Home based-Illinois $75,200 - $125,500. If performed in Chicago, IL, the base pay range is $78,700 - $131,400. This job is eligible for an annual incentive bonus.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.