Large Law Customer Success Manager (JD required)

RELX INC; Miami (FL); On-site; USD 49,000 - 82,000; Full time

Job summary

LexisNexis Legal & Professional, part of RELX, seeks a Large Law Customer Success Manager to drive adoption, retention, and value for top law firm clients across a strategic portfolio. You will guide firms in integrating drafting, research, analytics, and AI-powered workflows into daily practice, acting as a trusted advisor and champion for customer outcomes.

You will collaborate with sales, product, and enablement teams, leveraging data to inform strategies, and travel quarterly to meet

Qualifications

• Juris Doctor degree required for qualified candidates.
• State Bar membership preferred but not mandatory.
• Experience in customer success, account management, or enterprise software in legal contexts.
• Understanding of large law firm workflows and legal tech trends including AI.
• Ability to build trusted advisor relationships and lead strategic conversations.
• Experience using customer data and feedback to inform strategy and retention.
• Familiarity with CRM and analytics tools such as Salesforce, Gong, Seismic, Tableau.

Responsibilities

• Manage a portfolio of large law firm accounts driving adoption and retention.
• Build trusted advisor relationships with key stakeholders and create tailored success plans.
• Guide firms in embedding drafting, research, and AI-powered workflows into daily work.
• Collaborate cross-functionally with Sales, Product, Marketing, and Enablement on renewals and growth.
• Use health and usage insights to identify opportunities and mitigate risks.
• Lead change management to accelerate platform adoption across complex environments.
• Represent customer voice to influence product and overall experience.

Skills

Legal industry experience

Customer success

Account management

AI in legal

Education

Juris Doctor degree

State Bar membership preferred

Tools

Salesforce

Gong

Seismic

Tableau

Job description

Atlanta, GA

Miami, FL

Washington DC

Full time

R116952

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). (https://stories.relx.com/responsible-ai-principles/index.html%29.)

About the Role

This role requires residing in Atlanta, GA, Miami, FL, Washington, DC or their 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.

Responsibilities

• Manage a portfolio of large law firm accounts, driving adoption, customer value, retention, and usage growth
• Build trusted advisor relationships with key stakeholders and develop tailored success plans aligned to firm priorities
• Guide firms in embedding drafting, research, analytics, and AI-powered workflow solutions into daily legal work
• Partner cross-functionally with Sales, Product, Marketing, and Enablement on planning, reviews, renewals, and growth
• Use customer health, engagement, and usage insights to identify opportunities, address risks, and improve outcomes
• Lead proactive engagement to support change management and accelerate adoption
• Represent the voice of the customer by sharing insights to improve products and overall customer experience

Requirements

• Juris Doctor degree; State Bar membership is preferred
• Experience working with law firms, legal professionals, or legal technology environments
• Background in customer success, account management, consulting, enterprise software, or solution adoption roles
• Understanding of large law firm workflows, stakeholder dynamics, and legal technology trends including AI
• Ability to build strong relationships and lead strategic, value-focused customer conversations
• Experience supporting change management and driving adoption across complex environments
• Ability to use customer data, usage insights, and feedback to inform account strategies and improve retention
• Familiarity with CRM, analytics, and customer success tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms
• Experience working with AI-powered tools or technologies
• Be able to travel on a quarterly basis

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.

U.S. National Base Pay Range: $48,900 - $81,500. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy.

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.

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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.