AI-Powered Customer Success Strategist

Relx Plc; Cape Town; On-site; ZAR 107,000 - 131,000; Full time

Job summary

LexisNexis Legal & Professional in Cape Town is seeking a Customer Success Specialist to drive customer value and adoption of AI-powered solutions. You will onboard clients, train users, monitor health metrics, and identify growth opportunities, building strong partnerships across Product, Sales, Marketing, and Support.

The role emphasizes proactive value realization, collaboration with various teams, and a flexible working pattern while supporting government and corporate clients.

Qualifications

• Experience in Customer Success, Account Management, Professional Services, or a customer-facing role.
• Ability to analyse customer data and translate insights into action.
• Strong communication, training, and presentation skills.

Responsibilities

• Serve as a trusted advisor by understanding customers' objectives, workflows, and success metrics while building stakeholder relationships.
• Lead 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 realization.
• Monitor adoption, customer health, and usage trends using analytics 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 and best practices.
• Support retention, renewals, and growth initiatives including upsell and cross-sell opportunities 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

Customer success

Account management

Data analytics

Stakeholder management

Communication

Education

LLB or equivalent legal qualification

Tools

AI-enabled tools

Job description

LexisNexis Legal & Professional in Cape Town is seeking a Customer Success Specialist to drive customer value and adoption of AI-powered solutions. You will onboard clients, train users, monitor health metrics, and identify growth opportunities, building strong partnerships across Product, Sales, Marketing, and Support.

The role emphasizes proactive value realization, collaboration with various teams, and a flexible working pattern while supporting government and corporate clients.