Strategic Law Firm CSM: AI & Analytics (Chicago)

LexisNexis Legal & Professional group; Chicago (IL); On-site; USD 75,000 - 131,000; Full time

Job summary

LexisNexis Legal & Professional is seeking a Large Law Customer Success Manager to drive adoption, value realization, and growth across a portfolio of major law firms in Chicago and nearby areas.

You will guide strategic success plans, foster executive relationships, and partner with Sales, Product, Marketing, and Enablement to improve client outcomes and retention through AI-powered drafting, research, and workflow solutions.

Qualifications

• JD degree and experience working with law firms, legal professionals, or legal technology.
• Experience in customer success, account management, consulting, legal technology, enterprise software, or solution adoption roles supporting complex customer environments.
• Understanding of large law firm workflows, stakeholder dynamics, and the role of AI in legal research, drafting, summarization, and productivity transformation.
• Demonstrated ability to build strong customer relationships, lead strategic customer conversations, support change management, and deliver value-based engagement plans.
• Experience using product usage, customer health, and engagement data to guide account strategy, improve retention, and support broader adoption and expansion.
• Proficiency with CRM, customer success, enablement, analytics, and AI-powered tools, including Salesforce, Gong, Seismic, Tableau, and LLM-based technologies or similar platforms.

Responsibilities

• Manage a portfolio of Large Law Accounts and serve as the primary customer success lead responsible for adoption, workflow transformation, customer value, retention, and usage growth.
• Build trusted advisor relationships with customer stakeholders and develop tailored success plans aligned to firm goals, legal workflows, and business priorities.
• Drive customer adoption and value realization by helping firms embed LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily legal work.
• Partner cross-functionally with Client Managers, Sales, Product, Marketing, and Enablement on account planning, executive business reviews, renewal support, expansion opportunities, and risk mitigation.
• Use customer health, engagement, and usage data to identify adoption barriers, guide change management, and drive proactive outreach that improves retention and growth.
• Support customer engagement strategies that increase awareness, usage, and measurable value across practice groups, departments, and key stakeholder audiences.
• Serve as the voice of the customer by sharing account insights, workflow needs, and product feedback with internal stakeholders to improve the customer experience and inform future enhancements.

Skills

Customer success

Account management

Consulting

Stakeholder management

Data-driven

Education

JD degree

Tools

Salesforce

Gong

Seismic

Tableau

LLM-based tools

Job description

LexisNexis Legal & Professional is seeking a Large Law Customer Success Manager to drive adoption, value realization, and growth across a portfolio of major law firms in Chicago and nearby areas.

You will guide strategic success plans, foster executive relationships, and partner with Sales, Product, Marketing, and Enablement to improve client outcomes and retention through AI-powered drafting, research, and workflow solutions.