Strategic Customer Success Manager

Do 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 solution
• Understand each client's business goals, KPIs, and how our AI solution fits into and accelerates their broader strategy
• Lead onboarding, adoption, and expansion efforts tailored to each client's unique needs, with a strong focus on driving deep, sustained engagement with our AI solution
• Serve as a cross-functional liaison, working closely with Sales, Product, Support, and Engineering to champion client priorities and shape the roadmap for our AI solution
• Develop and execute success plans, QBRs, and health checks for each account, with AI adoption and value realization as a core measure of success
• Identify upsell, cross-sell, and renewal opportunities in partnership with Sales, particularly around expanded use cases for our AI solution
• Proactively mitigate risk and resolve escalations to ensure high satisfaction and retention
• Drive change management and enablement programs - training sessions, best-practice playbooks, and internal champions - that build client confidence and fluency with our AI solution
• Deliver insights, best practices, and industry trends that help clients get the most value out of our AI solution
• Track 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 stakeholders

Qualifications:

• 5+ years in Customer Success, Account Management, or a similar client-facing role, ideally with AI, SaaS, or other emerging-technology products
• Experience managing enterprise or strategic accounts, including driving adoption of new or evolving technology
• Exceptional communication, presentation, and relationship-building skills, and experience doing so with C-suite
• Strong business acumen and a consultative approach to client interactions
• Proven ability to work cross-functionally and influence without authority
• Comfortable navigating ambiguity and tailoring approaches for different stakeholders, especially in a fast-evolving AI landscape
• Genuine curiosity about AI, with a passion for helping clients understand, adopt, and unlock its value
• Experience with CRM tools like Salesforce, Gainsight, Churnzero, or other relevant platforms

Bonus:

• Background in Professional Services, Management Consulting, or Financial Services
• Experience with product integrations or technical onboarding
• Experience driving AI or other emerging-technology adoption, digital transformation, or organizational change management initiatives

Work in a way that works for you

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. 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 You

We 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 benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

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: $78,800 - $131,300. Geographic differentials may apply in some locations to better reflect local market rates.If performed in Illinois, the base pay range is $82,800 - $137,800.If performed in Chicago, IL, the base pay range is $86,700 - $144,400.If performed in Maryland, the base pay range is $82,800 - $137,800.If performed in New York, the base pay range is $86,700 - $144,400.If performed in New York City, the base pay range is $94,700 - $157,500.If performed in Rochester, NY, the base pay range is $78,800 - $131,300.If performed in Ohio, the base pay range is $74,900 - $124,700.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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