Strategic Customer Success Manager

Customer Success ManagerDo you enjoy building solid internal and external relationships resulting in growth? Do you enjoy collaborating cross-functionally to deliver on common goals?About the Role:We're looking for a highly strategic and relationship-driven Customer Success Manager to join our team at a pivotal moment in our AI transformation. In this role, you'll manage a small portfolio of our most important clients, guiding them as they adopt, scale, and derive real business value from our AI solution, Nexis+ AI. These accounts are high-value, high-impact, and require a proactive, consultative approach to ensure their long-term success, growth and partnership.As a Strategic CSM, you'll act as a trusted advisor and AI adoption champion, owning the post-sale relationship, driving deep and lasting engagement, identifying opportunities for expansion, advocating for client needs internally, and driving value at every stage of the customer journey. You won't just manage the relationship — you'll shape how our most strategic clients experience, adopt, and scale AI within their organizations, serving as a key voice of the customer as we continue to build and refine our AI capabilities.Responsibilities:Own and deepen relationships with a portfolio of strategic accounts, serving as their primary guide to adopting and scaling our AI solutionUnderstand each client's business goals, KPIs, and how our AI solution fits into and accelerates their broader strategyLead onboarding, adoption, and expansion efforts tailored to each client's unique needs, with a strong focus on driving deep, sustained engagement with our AI solutionServe as a cross-functional liaison, working closely with Sales, Product, Support, and Engineering to champion client priorities and shape the roadmap for our AI solutionDevelop and execute success plans, QBRs, and health checks for each account, with AI adoption and value realization as a core measure of successIdentify upsell, cross-sell, and renewal opportunities in partnership with Sales, particularly around expanded use cases for our AI solutionProactively mitigate risk and resolve escalations to ensure high satisfaction and retentionDrive change management and enablement programs — training sessions, best-practice playbooks, and internal champions — that build client confidence and fluency with our AI solutionDeliver insights, best practices, and industry trends that help clients get the most value out of our AI solutionTrack key metrics such as AI feature adoption, product usage, NPS, churn, and account health, and translate them into a compelling value story for clients and internal stakeholdersQualifications:5+ years in Customer Success, Account Management, or a similar client-facing role, ideally with AI, SaaS, or other emerging-technology productsExperience managing enterprise or strategic accounts, including driving adoption of new or evolving technologyExceptional communication, presentation, and relationship-building skills, and experience doing so with C-suiteStrong business acumen and a consultative approach to client interactionsProven ability to work cross-functionally and influence without authorityComfortable navigating ambiguity and tailoring approaches for different stakeholders, especially in a fast-evolving AI landscapeGenuine curiosity about AI, with a passion for helping clients understand, adopt, and unlock its valueExperience with CRM tools like Salesforce, Gainsight, Churnzero, or other relevant platformsBonus:Background in Professional Services, Management Consulting, or Financial ServicesExperience with product integrations or technical onboardingExperience driving AI or other emerging-technology adoption, digital transformation, or organizational change management initiativesWork in a way that works for youWorking flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive. We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, we will help you meet your immediate responsibilities and your long-term goals.Working For YouWe know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefitsRetirement Benefits: 401(k) with match and an Employee Share Purchase PlanWellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off ProgramsShort-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital IndemnityFamily Benefits, including bonding and family care leaves, adoption and surrogacy benefitsHealth Savings, Health Care, Dependent Care and Commuter Spending AccountsUp to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choiceAbout the businessLexisNexis 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.U.S. National Base Pay Range: $78,800 - $131,300. Geographic differentials may apply in some locations to better reflect local market rates.