Large Law Customer Success Manager (JD required)

Large Law Customer Success Manager

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?

This role requires residing in Atlanta, GA, Miami, FL, Washington, DC or their neighboring suburbs.

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:

• Juris Doctor degree; State Bar membership is preferred
• 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
• Be able to travel on a quarterly basis

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.