Customer Success Specialist

LexisNexis (Proprietary) Limited Company; Cape Town; On-site; ZAR 420,000 - 780,000; Full time

Job summary

LexisNexis Legal & Professional in Cape Town seeks a Customer Success Specialist to drive value, adoption, and long-term partnerships as AI-powered tools reshape the customer journey. You will guide onboarding, train users, monitor health and usage, and collaborate with Product, Sales, Marketing and Support to deliver seamless experiences.

An LLB or equivalent legal qualification and experience in customer-facing roles are required; you will analyse data, communicate effectively, and help grow

Qualifications

• LLB or Admitted Attorney status required.
• Experience in Customer Success, Account Management, or related roles.
• Experience with government and corporate clients is a plus.
• Strong stakeholder management and data-driven decision making.
• Comfort with AI-enabled tools and platform training.

Responsibilities

• Act as trusted advisor by understanding customer objectives and success metrics.
• Oversee activation, onboarding, and configuration of LexisNexis solutions.
• Train customers on navigation, workflows, and AI capabilities.
• Monitor adoption, health scores, and usage trends with analytics.
• Lead value reviews with AI-generated summaries and ROI insights.
• Identify gaps, propose high-value features and best practices.
• Support retention, renewals, and upsell opportunities with Sales.
• Maintain customer records and engagement notes with AI tools.
• Collaborate with Product, Sales, Marketing and Support for seamless experience.

Skills

Relationship-building

Stakeholder management

Data analytics

Communication

Training and presentation

AI-enabled tools

Education

LLB or Admitted Attorney

Job description

Are you passionate about helping customers achieve measurable outcomes through innovative technology and AI-powered solutions? Do you enjoy building trusted partnerships, driving product adoption, and shaping customer success strategies that create long-term value?

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.

About the Role

We are looking for a Customer Success Specialist. In this role you will play a strategic role in driving customer value, adoption, and long-term partnership. As AI-powered tools and data insights reshape the customer lifecycle, this role blends human expertise with intelligent automation to proactively guide customers, maximise product outcomes, and influence product evolution. The ideal candidate is customer-centric, tech-forward, analytically minded, and skilled at orchestrating value across the entire customer journey.

Responsibilities

• Serve as a trusted advisor by understanding customers' business 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.

Requirements

• An LLB or equivalent legal qualification (Admitted Attorney)
• Experience in Customer Success, Account Management, Professional Services, or a customer-facing role.
• Experience working with Government and corporate clients will be 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.

We welcome candidates from all backgrounds to apply and join our inclusive and diverse team. We value different perspectives and believe they contribute to our success.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their 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.

We know your well-being and happiness are key to a long and successful career.

We are delighted to offer country specific benefits.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world.

We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and preventing bribery and corruption within their supply chains. We partner with leading global associations and customers to help collect evidence against war criminals and provide tools to combat human trafficking. We endeavour to advance the rule of law across the world.

Our teams are combining unparalleled legal and business information with analytics and technology to advance what's possible for the way our customers work and to advance what's possible in the world by strengthening the rule of law.