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. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® ...
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The Customer Success Specialist plays 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, maximize 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 deeply understanding customers' business objectives, workflows, and success metrics.
Identify customer champions and stakeholders; build multi-level engagement plans.
Lead activation and configuration of LexisNexis solutions, ensuring a smooth, personalised onboarding journey.
Utilise AI-based onboarding tools to analyse customer profiles and recommend optimal product configurations.
Leverage product usage dashboards, predictive analytics, and customer health scoring to drive targeted adoption interventions.
Own customer retention strategy using a blend of human relationship management and automated signals.
Identify upsell and cross-sell opportunities based on customer goals, usage trends, and predictive insights.
Maintain accurate CRM and CS platform records including health scores, engagement notes, and action items.
Partner with Product, Sales, Marketing, and Support to deliver a frictionless, insight-led customer experience.
Requirements
Bachelor’s degree in Law would be an advantage
Experience with Conveyancing would be an advantage
2–3 years in Customer Success, Account Management, Professional Services, or a customer-facing role.
Experience working with digital products, legal/tech platforms, or customer data analytics is advantageous.
Strong analytical and problem-solving abilities; comfortable working with data, dashboards, and AI tools.
Proficiency in CRM and CS platforms (Salesforce, Gainsight, etc.).
Proactive, self-driven, and comfortable leading value-focused conversations.
Tech-curious and eager to learn new AI capabilities.
Collaborative team player with a continuous improvement mindset.
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