Strategic AI Customer Success Leader

RELX International; Raleigh (NC); On-site; USD 79,000 - 131,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Wellbeing platform

Parental leave

Job summary

LexisNexis Legal & Professional is seeking a Strategic Customer Success Manager to guide a small portfolio of high-value clients through adoption, expansion, and measurable business value of Nexis+ AI. You’ll own post-sale relationships, champion AI adoption, and partner cross-functionally to shape strategy and roadmaps.

You’ll drive onboarding, health checks, and renewal opportunities while coordinating with Sales, Product, Support, and Engineering.

Qualifications

• 5+ years in Customer Success, Account Management, or a similar client-facing role, ideally with AI, SaaS, or other emerging-technology products.
• Experience managing enterprise or strategic accounts, including driving adoption of new or evolving technology.
• Exceptional communication, presentation, and relationship-building skills, and experience doing so with C-suite.
• Strong business acumen and a consultative approach to client interactions.
• Proven ability to work cross-functional and influence without authority.
• Comfortable navigating ambiguity and tailoring approaches for different stakeholders, especially in a fast-evolving AI landscape.
• Genuine curiosity about AI, with a passion for helping clients understand, adopt, and unlock its value.
• Experience with CRM tools like Salesforce, Gainsight, Churnzero, or other relevant platforms.

Responsibilities

• Own and deepen relationships with a portfolio of strategic accounts, serving as their primary guide to adopting and scaling our AI solution
• Understand each client’s business goals, KPIs, and how our AI solution fits into and accelerates their broader strategy
• Lead onboarding, adoption, and expansion efforts tailored to each client’s unique needs, with a strong focus on driving deep, sustained engagement with our AI solution
• Serve as a cross-functional liaison, working closely with Sales, Product, Support, and Engineering to champion client priorities and shape the roadmap for our AI solution
• Develop and execute success plans, QBRs, and health checks for each account, with AI adoption and value realization as a core measure of success
• Identify upsell, cross-sell, and renewal opportunities in partnership with Sales, particularly around expanded use cases for our AI solution
• Proactively mitigate risk and resolve escalations to ensure high satisfaction and retention
• Drive change management and enablement programs — training sessions, best-practice playbooks, and internal champions — that build client confidence and fluency with our AI solution
• Deliver insights, best practices, and industry trends that help clients get the most value out of our AI solution
• Track key metrics such as AI feature adoption, product usage, NPS, churn, and account health, and translate them into a compelling value story for clients and internal stakeholders

Skills

Relationship management

Strategic mindset

Cross-functional collaboration

Executive communication

AI awareness

Tools

Salesforce

Gainsight

ChurnZero

Job description

LexisNexis Legal & Professional is seeking a Strategic Customer Success Manager to guide a small portfolio of high-value clients through adoption, expansion, and measurable business value of Nexis+ AI. You’ll own post-sale relationships, champion AI adoption, and partner cross-functionally to shape strategy and roadmaps.

You’ll drive onboarding, health checks, and renewal opportunities while coordinating with Sales, Product, Support, and Engineering.