Account Manager III

LexisNexis; Gqeberha; On-site; ZAR 600,000 - 850,000; Full time

Job summary

LexisNexis Legal & Professional is seeking a customer-success oriented account manager in South Africa to own post-sale relationships for advocates and law firms using Lexis+ AI with Protégé. You will drive renewal and retention, identify expansion opportunities, track usage, and coach customers towards long-term adoption and value realization of the platform.

A SaaS background and proven negotiation skills are essential.

Qualifications

• At least 3 years of experience in account management, customer success or renewals in SaaS or information services.
• Experience retaining and growing recurring revenue.
• Ability to lead value-based conversations with senior professionals.
• Comfort handling resistance and maintaining relationships while delivering outcomes.
• Negotiation fundamentals and commercial judgment.

Responsibilities

• Renewals and retention: Manage renewal portfolio end to end with accurate forecasting.
• Expansion: Identify and close upsell and cross-sell opportunities, including additional users and modules.
• Adoption and customer health: Track usage, lead onboarding sessions, and act early on churn risk.
• Customer relationships: Build trust with decision-makers and everyday users.
• Commercial conversations: Lead renewal negotiations within pricing authority and escalate when needed.
• Handovers: Take structured handovers from the new-business team for long-term customers.
• Customer feedback: Capture feedback and share product insights with the business.
• CRM discipline: Maintain Salesforce with opportunities and credible forecasts.
• Peer support: Share practices and coach newer team members.

Skills

Account management

Customer success

Renewals

SaaS experience

Negotiation

Tools

Salesforce

Job description

Own and grow a portfolio of law firm and advocate customers using Lexis+ AI with Protégé, an advanced AI-powered legal research platform. You’ll help customers get real value, renew with confidence and expand their use of the platform. If you have experience managing renewals and account growth in a SaaS business and want to work with technology changing how legal work gets done, this could be the role for you.

About The Role

You’ll manage a portfolio of moderately complex legal accounts, from advocates’ chambers to law firms. You’ll own the post-sale relationship across adoption, renewal, retention and expansion, working alongside a dedicated new-business team. They win the customer; you guide the relationship from handover to long-term growth. This is a commercial role with a customer-success mindset, not a support desk.

About The Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has a long history of deploying AI and advanced technologies in the legal market to improve productivity and transform the practice of law. We develop ethical, powerful generative AI solutions with a flexible, multi-model approach, selecting the best model for each legal use case. More than 2,000 technologists, data scientists and experts develop, test and validate solutions in line with RELX Responsible AI Principles.

Responsibilities

• Renewals and retention: Manage your renewal portfolio end to end. Forecast accurately, start renewal conversations early and protect gross revenue retention.
• Expansion: Identify and close upsell and cross-sell opportunities, including additional users, AI capabilities, content and practice-area modules.
• Adoption and customer health: Track usage and engagement, lead onboarding and reinforcement sessions, and act early when an account shows signs of churn risk.
• Customer relationships: Build trust with decision-makers, champions and everyday users. Understand who influences buying decisions and what matters to them.
• Commercial conversations: Lead account reviews and renewal negotiations within your pricing authority, escalating when needed.
• Handovers: Take structured handovers from the new-business team and help turn first-year customers into long-term customers.
• Customer feedback: Capture feedback, resolve escalations and share product insights with the business.
• CRM discipline: Keep Salesforce accurate, with clear opportunities, credible close dates and honest forecasts.
• Peer support: Share effective practices and help onboard and coach newer team members.

What Success Looks Like

You’ll deliver strong gross and net revenue retention across your portfolio, close renewals on time, generate measurable expansion revenue, increase adoption and provide forecasts your manager can rely on.

Requirements

• At least 3 years’ experience in account management, customer success or renewals, ideally in SaaS, subscription or information services.
• A record of retaining and growing recurring revenue.
• Confidence leading value-based conversations with senior, time-poor professionals.
• The ability to handle resistance, indifference and customer frustration while maintaining relationships.
• Strong questioning skills to uncover business needs, not just respond to requests.
• Commercial judgment and sound negotiation fundamentals.
• Experience with Salesforce or a similar CRM, and disciplined pipeline habits.
• Legal market experience is an advantage, but not required. Curiosity about how lawyers work is essential.

About The Business

LexisNexis Legal & Professional provides legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making, achieve better outcomes and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. 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.

Working for You

We know that your well-being and happiness are key to a long and successful career. Benefits include Medical Aid; a Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover and Funeral Cover); modern family benefits, including adoption and surrogacy; and Study Leave.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.