Strategic CSM - Legal AI & Workflow Transformation

Relx Plc; Miami (FL); Hybrid; USD 49,000 - 82,000; Full time

Benefits offered by this job

Wellbeing initiatives

Shared parental leave

Study assistance

Sabbaticals

Job summary

LexisNexis Legal & Professional is seeking a Large Law Customer Success Manager to drive adoption, retention, and measurable outcomes for top law firms. This strategic, consultative IC role requires building trusted relationships, guiding AI-powered workflow adoption, and coordinating with Sales, Product, and Enablement to align on success plans.

Residing in Atlanta, Miami, or DC areas, travel quarterly, you will deliver tangible business value through change management and data-driven

Qualifications

• 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.

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

Skills

Stakeholder management

Strategic advisory

Relationship building

Change management

Cross-functional collaboration

Education

Juris Doctor degree

State Bar admission preferred

Tools

Salesforce

Gong

Seismic

Tableau

Job description

LexisNexis Legal & Professional is seeking a Large Law Customer Success Manager to drive adoption, retention, and measurable outcomes for top law firms. This strategic, consultative IC role requires building trusted relationships, guiding AI-powered workflow adoption, and coordinating with Sales, Product, and Enablement to align on success plans.

Residing in Atlanta, Miami, or DC areas, travel quarterly, you will deliver tangible business value through change management and data-driven