Customer Success Specialist at LexisNexis South Africa

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

Strategic Relationship Management 

• 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. 
• Map customer requirements against organisational ambitions and ensure LN solutions align with desired outcomes. 
• Conduct strategic value conversations supported by data and AI-generated insights. 

 Activation, Setup & AI-Enabled Onboarding 

• 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. 
• Train customers on platform navigation, key workflows, and advanced AI capabilities. 
• Monitor onboarding progress through digital adoption analytics to detect friction early. 

Driving Adoption & Value Realisation 

• Leverage product usage dashboards, predictive analytics, and customer health scoring to drive targeted adoption interventions. 
• Run periodic value reviews (VRs) using insights from AI-generated usage summaries and ROI reports. 
• Build adoption playbooks tailored by persona, industry, and customer maturity. 
• Proactively identify gaps in utilisation and recommend high-value features or workflows. 

Retention, Renewals & Growth 

• Follow 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. 
• Collaborate with Sales to execute expansion strategies. 

Customer Intelligence, Escalations & Documentation 

• Maintain accurate CRM and CS platform records including health scores, engagement notes, and action items. 
• Use AI-assisted documentation tools to ensure complete, timely, and structured customer data. 
• Identify patterns from feedback and usage data to contribute to product enhancement initiatives. 

Cross-Functional Collaboration & Advocacy 

• Partner with Product, Sales, Marketing, and Support to deliver a frictionless, insight-led customer experience. 
• Bring structured customer intelligence to internal teams to influence roadmap and customer-centric innovation. 
• Participate in the development of digital CS programs, AI-enhanced engagement workflows, and scalable success models. 

Requirements

Education 

• Degree in Law, would be an advantage. 

Experience 

• 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. 
• Experience working with Government and corporate clients will be beneficial.