Large Law Customer Success Manager (Chicago, IL)

LexisNexis; Illinois; On-site; USD 79,000 - 131,000; Full time

Job summary

LexisNexis Legal & Professional seeks a Large Law Customer Success Manager in the Chicago area. This strategic individual contributor role drives adoption, workflow transformation, and measurable business outcomes for a portfolio of large law firm clients.

The candidate will be a trusted advisor, guiding success planning and change management across sophisticated legal environments with executive presence and commercial acumen.

Qualifications

• JD degree required; experience with law firms, legal professionals, or legal tech preferred.
• Experience in customer success, account management, consulting, legal tech, or enterprise software.
• Understanding of large law firm workflows and AI in legal research and drafting.
• Ability to build relationships, lead strategic conversations, and drive value-based engagement plans.
• Experience using product usage, customer health, and engagement data to guide strategy and adoption.

Responsibilities

• Manage a portfolio of Large Law Accounts and serve as primary customer success lead for adoption, workflow transformation, and growth.
• Build trusted advisor relationships and develop tailored success plans aligned to firm goals and priorities.
• Drive adoption and value realization by embedding LexisNexis drafting, research, analytics, and AI-powered workflows.
• Collaborate with Client Managers, Sales, Product, Marketing, and Enablement on account planning and renewal support.
• Use health and usage data to identify barriers and guide change management to improve retention and expansion.
• Support engagement strategies to increase awareness and measurable value across practice areas and stakeholders.
• Voice of the customer by sharing insights and product feedback to improve experience and future enhancements.

Skills

CRM systems

Customer success

Account management

Analytics

AI tools

Salesforce

Gong

Seismic

Tableau

LLM-based technologies

Education

Juris Doctor (JD)

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. 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. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).

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: Chicago, IL $78,700 - $131,400. If performed in Illinois, the base pay range is $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.