Strategic CSM for Large Law — AI Workflow Adoption

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

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.