Technical Customer Success Manager (Legal - JD Required)

relx; Chicago (IL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Wellbeing initiatives

Shared parental leave

Study assistance

Sabbaticals

Job summary

LexisNexis Legal & Professional, part of RELX, seeks a Large Law Customer Success Manager in the Chicago area. You will drive strategic, consultative engagement across large law firm customers, guiding adoption, workflow transformation, and measurable business outcomes.

The role emphasizes executive presence, commercial acumen, and cross-functional collaboration with Sales, Product, Marketing, and Enablement to ensure renewal and expansion within a complex legal technology environment.

Qualifications

• JD degree and experience working with law firms, legal professionals, or legal technology.
• Experience in customer success, account management, consulting, or enterprise software serving complex customers.
• Understanding of large law firm workflows and the impact of AI on legal work.
• Ability to build relationships, lead strategic conversations, and deliver value-based plans.
• Experience using product usage and engagement data to guide account strategy and expansion.
• Proficiency with CRM, enablement, analytics, and AI-powered tools such as Salesforce, Gong, Seismic, Tableau.

Responsibilities

• Manage a portfolio of Large Law Accounts and lead adoption, workflow transformation, and retention.
• Develop tailored success plans aligned to firm goals and legal workflows.
• Drive adoption and value realization by embedding drafting, research, analytics, and AI-powered workflows.
• Collaborate with Client Managers, Sales, Product, Marketing, and Enablement on account planning and reviews.
• Use engagement data to identify barriers and guide change management to improve retention and growth.
• Support engagement strategies across practice groups and stakeholder audiences.
• Serve as voice of the customer to inform product improvements and roadmap.

Skills

Customer success

Account management

Legal technology

Enterprise software

Data-driven engagement

CRM analytics

Stakeholder management

Executive communication

Education

JD degree

Tools

Salesforce

Gong

Seismic

Tableau

AI-powered tools

Job description

Are you passionate about helping legal professionals transform the way they work through technology and AI?

Do you thrive in strategic customer-facing roles where you can drive measurable business outcomes and lasting partnerships?

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX http://www.relx.com, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles ( https://stories.relx.com/responsible-ai-principles/index.html).

About the Role

This role requires residing in Chicago or its neighboring suburbs.

The Large Law Customer Success Manager is a strategic, consultative individual contributor responsible for driving customer value, workflow transformation, adoption, retention, and usage growth across a portfolio of large law firm customers. These accounts require a strong understanding of complex legal workflows, stakeholder dynamics, technology adoption, and the evolving role of AI in legal work.

This role helps large law firms integrate LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily practice, ensuring customers not only adopt the platform but realize measurable business outcomes from it.

The Large Law Customer Success Manager serves as a trusted advisor to customer stakeholders, guiding success planning, workflow adoption, and change management across sophisticated legal environments. The ideal candidate brings executive presence, commercial acumen, strong customer engagement skills, and a modern customer success mindset grounded in value realization and measurable business outcomes.

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.

Requirements

• 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.

Work in a Way That Works for You

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Numerous wellbeing initiatives
• Shared parental leave
• Study assistance
• Sabbaticals

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve be