Digital Customer Success Specialist at LexisNexis South Africa

About the Role

• The Digital Adoption specialist is responsible for designing, delivering, and optimising a scalable, product-led customer experience. This role focuses on automated onboarding, in-product education, lifecycle communications, and data-driven adoption strategies. The Digital adoption specialist works closely with Product, Marketing, Sales, Training and Data teams to ensure customers receive personalised, timely, and value-focused digital engagements at scale. 
• This is a key role as LexisNexis transitions toward product-led growth (PLG) and AI-enhanced customer success. 

Responsibilities:

Digital Onboarding Program Ownership

• Design and maintain automated onboarding journeys (emails, in‑product guides, checklists) and create tailored pathways by persona, industry, and solution type.
• Use behavioural data to personalise onboarding steps, identify support needs, and partner with Product & UX to embed onboarding directly into the platform.

Product‑Led Adoption & Engagement

• Build digital adoption campaigns that highlight key features, workflows, and AI capabilities, and create accessible educational content in partnership with Product, Training, and Success teams.
• Use in‑product analytics for user segmentation, deliver personalised nudges, and continuously test and optimise lifecycle messaging and automated outreach.

Data‑Driven Insights & Health Monitoring

• Monitor user behaviour, feature usage, and health indicators to identify friction, and use AI insights to detect early signs of low adoption or churn risk.
• Collaborate with Product and Engineering to improve user flows and activation and report key digital CS metrics linked to adoption and retention outcomes.

Cross‑Functional Collaboration

• Use engagement insights to inform product roadmap decisions and partner with Marketing and Sales on lifecycle communications and nurture programs.
• Work with CS Operations to automate processes and provide adoption dashboards, insights, and automation tools to support customer‑facing teams.

Customer Communication

• Represent customer needs in product stakeholder meetings and collaborate with Product Owners on release notes, in‑product messages, and communication planning.
• Ensure timely customer updates during incidents and support customer‑facing teams by clearly communicating sensitive issues.

Requirements 

• 5+ years’ experience in Customer Success, Digital Experience, Product Adoption, or Lifecycle Marketing within B2B SaaS or data‑driven environments.
• Demonstrated ability to design and scale automated, product‑led onboarding and adoption programs.
• Strong understanding of customer journey mapping, lifecycle communication, and in‑product engagement.
• Experience using analytics and customer health data to identify trends, friction points, and opportunities for improvement.
• Comfortable working with automation platforms, in‑product messaging tools, and digital enablement technologies.
• Interest or experience in AI‑enabled customer success, automation, and data‑driven decision‑making.
• Excellent written and verbal communication skills, including experience with release communications and customer‑facing messaging.
• Proven stakeholder management skills with the ability to collaborate across Product, Marketing, Sales, Training, and technical teams.
• Analytical, curious, adaptable, and customer‑centric, with a strong sense of ownership and continuous improvement.