About Our Team
LexisNexis Legal & Professional, part of RELX, serves customers in more than 150 countries and employs 11,800 people worldwide. The company leads in deploying AI and advanced technologies to the legal market, focusing on ethical and powerful generative‑AI solutions that prioritize the best model for each use case.
About The Role
The Customer Success Manager delivers high‑impact product training and drives adoption across a high volume of strategic accounts within the UK market. Acting as a trusted advisor to legal practitioners and tax professionals, the role ensures customers maximise value from LexisNexis solutions, supports change‑management initiatives, and contributes to client retention, growth and overall customer success.
Key Responsibilities
Training & Enablement
- Deliver clear, engaging virtual and in‑person product training across a range of client accounts.
- Manage multiple accounts, prioritising work based on client needs, opportunities, and risks.
- Tailor training content for different audiences, including partners, lawyers, trainees, PSLs, and knowledge teams.
- Support onboarding for new clients and new users.
- Provide refresher and advanced training to encourage deeper product adoption.
Account Management & Stakeholder Engagement
- Build strong, collaborative relationships with stakeholders such as Knowledge Teams, IT, Practice Groups, and Learning & Development.
- Serve as a product specialist for assigned accounts.
- Identify adoption gaps and recommend targeted training or support.
- Partner with Account Managers to align on goals, strategy, and client outcomes.
Adoption & Value Realisation
- Use usage data and client insights to shape training plans and engagement strategies.
- Improve adoption of product features through targeted support.
- Contribute to renewal and growth discussions by demonstrating clear product value.
- Share structured client feedback to support product improvements.
Content & Programme Development
- Adapt training materials for the UK legal market.
- Contribute to scalable learning content, including webinars, guides, videos, and learning pathways.
- Deliver structured training programmes for large‑scale rollouts or new product launches.
Operational Excellence
- Coordinate scheduling and logistics across a high‑volume account portfolio.
- Maintain accurate client records in CRM systems.
- Monitor key performance metrics such as training delivery, adoption metrics, and customer satisfaction.
- Work effectively within defined service levels.
Essential
Skills & Experience
- Experience delivering software or product training, ideally within legal, professional services, or technology environments.
- Understanding of the UK legal market and law firm structures.
- Ability to manage multiple accounts and shifting priorities.
- Strong presentation and facilitation skills, both virtually and in person.
- Ability to engage and influence stakeholders at various levels.
- Comfortable using data and insights to guide decisions.
- Strong organisational and prioritisation skills.
- Interest in how AI can support efficiency and client experience.
Desirable
- Experience with legal research platforms or legal technology tools.
- Understanding of change‑management principles.
- Experience working in Account Management or client‑facing environments.
- Familiarity with CRM systems (e.g., Salesforce).
Competencies & Behaviours
- Customer‑focused and commercially aware.
- Clear, confident communicator.
- Adaptable in a dynamic environment.
- Proactive and solutions‑oriented.
- Collaborative across teams and functions.
- Able to learn quickly and explain concepts clearly.
- Strong time‑management and organisational abilities.
Benefits
- Generous holiday allowance with the option to buy additional days
- Health screening, eye care vouchers and private medical benefits
- Wellbeing programmes
- Life assurance
- Access to a competitive contributory pension scheme
- Save As You Earn share‑option scheme
- Travel season‑ticket loan
- Electric vehicle scheme
- Optional dental insurance
- Maternity, paternity and shared parental leave
- Employee assistance programme
- Access to emergency care for both the elderly and children
- RECARES days for supporting charities and causes that matter to you
- Access to employee resource groups with dedicated time to volunteer
- Extensive learning and development resources
- Employee discount scheme via Perks at Work
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 offer country‑specific benefits. Click here to access benefits specific to your location.
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