Customer Success Manager

About The Role

The Customer Success Manager is responsible for delivering high-impact product training and driving adoption across a high volume of strategic accounts within the UK market. You will act as a trusted advisor to legal practitioners and tax professionals, ensuring customers maximise value from LexisNexis solutions. You will design and deliver tailored training programmes, support change management initiatives, and contribute to client retention, growth and overall customer success outcomes.

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 indicators 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 programs




• 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, giving you time to support the charities and causes that matter to you




• Access to employee resource groups with dedicated time to volunteer




• Access to extensive learning and development resources




• Access to employee discounts scheme via Perks at Work

Equal Opportunity Employer

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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