Customer Success Manager Large Law Accounts (Legal Tech) (Home based-Massachusetts)

This job is with LexisNexis Legal & Professional®, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Do you have a JD?

Are you passionate about helping legal professionals transform the way they work through technology and AI?

Do you thrive in strategic customer-facing roles where you can drive measurable business outcomes and lasting partnerships?

About the Role

The Large Law Customer Success Manager is a strategic, consultative individual contributor responsible for driving customer value, workflow transformation, adoption, retention, and usage growth across a portfolio of large law firm customers. These accounts require a strong understanding of complex legal workflows, stakeholder dynamics, technology adoption, and the evolving role of AI in legal work.

This role helps large law firms integrate LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily practice, ensuring customers not only adopt the platform but realize measurable business outcomes from it.

The Large Law Customer Success Manager serves as a trusted advisor to customer stakeholders, guiding success planning, workflow adoption, and change management across sophisticated legal environments.

Responsibilities

• Manage a portfolio of large law firm accounts, driving adoption, customer value, retention, and usage growth

• Build trusted advisor relationships with key stakeholders and develop tailored success plans aligned to firm priorities

• Guide firms in embedding drafting, research, analytics, and AI-powered workflow solutions into daily legal work

• Partner cross-functionally with Sales, Product, Marketing, and Enablement on planning, reviews, renewals, and growth

• Use customer health, engagement, and usage insights to identify opportunities, address risks, and improve outcomes

• Lead proactive engagement to support change management and accelerate adoption

• Represent the voice of the customer by sharing insights to improve products and overall customer experience

Requirements

• Experience working with law firms, legal professionals, or legal technology environments

• Background in customer success, account management, consulting, enterprise software, or solution adoption roles

• Understanding of large law firm workflows, stakeholder dynamics, and legal technology trends including AI

• Ability to build strong relationships and lead strategic, value-focused customer conversations

• Experience supporting change management and driving adoption across complex environments

• Ability to use customer data, usage insights, and feedback to inform account strategies and improve retention

• Familiarity with CRM, analytics, and customer success tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms

• Experience working with AI-powered tools or technologies

Work in a Way That Works for You
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, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern
Working 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.

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.

U.S. National Base Pay Range: $71,600 - $119,400. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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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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