Strategic AI Customer Success Leader

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

Benefits offered by this job

Health benefits

401(k) with match

Wellbeing programs

Paid time off & parental leave

Employee discounts

Job summary

LexisNexis Legal & Professional is seeking a Strategic Customer Success Manager to guide a portfolio of high-value clients in adopting and scaling our AI solution, Nexis+ AI. You will act as a trusted advisor, drive engagement, and identify expansion opportunities across cross-functional teams.

You’ll lead onboarding, adoption, and value realization while partnering with Sales, Product, and Engineering to shape success plans and roadmaps for strategic accounts.

Qualifications

• 5+ years in Customer Success, Account Management, or similar client-facing role.
• Experience managing enterprise or strategic accounts and driving adoption of new or evolving technology.
• Excellent communication, presentation, and relationship-building skills, including with C-suite.
• Strong business acumen and a consultative approach to client interactions.
• Ability to work cross-functionally and influence without authority.
• Comfort navigating ambiguity in a fast-evolving AI landscape.
• Interest in AI and helping clients unlock value.

Responsibilities

• Own and deepen relationships with a portfolio of strategic accounts
• Understand client goals, KPIs, and how the AI solution fits into broader strategy
• Lead onboarding, adoption, and expansion with focus on engagement
• Serve as cross-functional liaison with Sales, Product, Support, and Engineering
• Develop and execute success plans, QBRs, and health checks
• Identify upsell, cross-sell, and renewal opportunities with Sales
• Mitigate risk and resolve escalations to ensure retention
• Deliver insights and industry trends to maximize value
• Track AI feature adoption, usage, NPS, churn, and health metrics

Skills

Relationship-building

Executive communication

Cross-functional collaboration

CRM tools

AI awareness

Tools

Salesforce

Gainsight

ChurnZero

Job description

LexisNexis Legal & Professional is seeking a Strategic Customer Success Manager to guide a portfolio of high-value clients in adopting and scaling our AI solution, Nexis+ AI. You will act as a trusted advisor, drive engagement, and identify expansion opportunities across cross-functional teams.

You’ll lead onboarding, adoption, and value realization while partnering with Sales, Product, and Engineering to shape success plans and roadmaps for strategic accounts.