Large Law Customer Success Manager (JD required)

LexisNexis Legal & Professional group; Washington (District of Columbia); On-site; USD 49,000 - 82,000; Full time

Job summary

LexisNexis Legal & Professional in the U.S. is seeking a Large Law Customer Success Manager to help top firms adopt drafting, research, analytics, and AI-powered workflows that drive measurable business outcomes.

This role requires strategic, consultative thinking, deep understanding of law firm workflows, and the ability to lead adoption initiatives across complex environments. Travel quarterly is expected and success is measured by retention and value delivered.

Qualifications

• Juris Doctor degree; State Bar membership preferred.
• Experience with law firms, legal professionals, or legal tech environments.
• Background in customer success, account management, consulting, or solution adoption.
• Understanding of large law firm workflows and AI trends in legal tech.
• Ability to build relationships and lead strategic, value-focused conversations.
• Experience supporting change management and driving adoption.
• Use data, usage insights to inform account strategies.
• Familiarity with CRM and analytics tools like Salesforce, Gong, Seismic, Tableau.
• Experience with AI-powered tools.
• Willingness to travel quarterly.

Responsibilities

• Manage a portfolio of large law firm accounts, driving adoption and retention.
• Build trusted advisor relationships with key stakeholders and develop tailored success plans.
• Guide firms in embedding drafting, research, analytics, and AI-powered workflows.
• Partner with Sales, Product, Marketing, and Enablement on planning, reviews, renewals, and growth.
• Use health, engagement, and usage insights to identify opportunities and mitigate risks.
• Lead proactive engagement to support change management and accelerate adoption.
• Represent the voice of the customer to improve products and overall experience.

Skills

Customer success

Account management

Consulting

Enterprise software

Change management

Relationship building

Data-driven decisions

Travel readiness

Education

Juris Doctor degree

State Bar membership preferred

Tools

Salesforce

Gong

Seismic

Tableau

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 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 to access benefits specific to your location.

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