AI-Driven Customer Success Architect

LexisNexis Legal & Professional; Cape Town; On-site; ZAR 360,000 - 720,000; Full time

Job summary

LexisNexis Legal & Professional in Cape Town seeks a Customer Success Specialist who will drive value, adoption, and long-term partnerships as AI-powered tools reshape the customer lifecycle.

You will onboard and train clients, monitor usage with analytics, identify upsell opportunities with Sales, and collaborate with Product, Marketing, Support to deliver a seamless, customer-centric experience.

Qualifications

• LLB or equivalent legal qualification (Admitted Attorney).
• Experience in Customer Success, Account Management, Professional Services, or a customer-facing role.
• Experience with Government and corporate clients is beneficial.
• Strong relationship-building and stakeholder management skills.
• Ability to analyse customer data and translate insights into action.
• Confidence using technology and AI-enabled tools to improve customer outcomes.
• Strong communication, training, and presentation skills.

Responsibilities

• Serve as a trusted advisor by understanding customers' objectives, workflows, and success metrics while building strong stakeholder relationships.
• Lead the activation, configuration, and onboarding of LexisNexis solutions using AI-enabled tools to deliver a personalised customer experience.
• Train customers on platform navigation, key workflows, and advanced AI capabilities to accelerate value realisation.
• Monitor adoption, customer health, and usage trends, using analytics and insights to identify opportunities for increased engagement.
• Conduct periodic value reviews supported by AI-generated usage summaries and ROI insights.
• Proactively identify gaps in utilisation and recommend high‑value features, workflows, and best practices.
• Support retention, renewals, and growth initiatives, including identifying upsell and cross‑sell opportunities in collaboration with Sales.
• Maintain accurate customer records, health scores, engagement notes, and documentation using AI‑assisted tools.
• Partner with Product, Sales, Marketing, and Support teams to deliver a seamless customer experience and drive customer‑centric innovation.

Skills

Relationship building

Stakeholder management

Data analysis

AI-enabled tools usage

Communication/training/presentation

Education

LLB or equivalent (Admitted Attorney)

Job description

LexisNexis Legal & Professional in Cape Town seeks a Customer Success Specialist who will drive value, adoption, and long-term partnerships as AI-powered tools reshape the customer lifecycle.

You will onboard and train clients, monitor usage with analytics, identify upsell opportunities with Sales, and collaborate with Product, Marketing, Support to deliver a seamless, customer-centric experience.