Technical Customer Success Manager – Legal, JD Required

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee a portfolio of Large Law Accounts as the main lead for customer success.

• Promote adoption, transform workflows, enhance customer value, and increase retention and usage growth.

• Establish trusted advisor relationships and create customized success plans that align with firm objectives, legal workflows, and business priorities.

• Assist firms in integrating LexisNexis drafting, research, analytics, and AI-powered workflow solutions into their daily legal operations.

• Collaborate with Client Managers, Sales, Product, Marketing, and Enablement on account planning, executive business reviews, renewal support, expansion opportunities, and risk mitigation strategies.

• Utilize customer health, engagement, and usage data to pinpoint adoption obstacles and facilitate change management.

• Implement proactive outreach and customer engagement strategies to enhance retention, growth, awareness, usage, and measurable value.

• Convey account insights, workflow requirements, and product feedback to internal stakeholders to enhance customer experience and guide future improvements.

⛳️ Requirements

• Juris Doctor (JD) degree required.

• Experience in working with law firms, legal professionals, or within the legal technology sector.

• Background in customer success, account management, consulting, legal technology, enterprise software, or roles focused on solution adoption in complex customer environments.

• Knowledge of workflows within large law firms, stakeholder dynamics, and the impact of AI in legal research, drafting, summarization, and productivity enhancement.

• Capability to foster strong customer relationships, lead strategic discussions, support change management, and implement value-driven engagement plans.

• Experience in analyzing product usage, customer health, and engagement data to shape account strategies, boost retention, and encourage broader adoption and growth.

• Proficiency in CRM, customer success, enablement, analytics, and AI-driven tools, including Salesforce, Gong, Seismic, Tableau, and LLM-based technologies or similar platforms.

• Willingness to travel up to 15%, based on customer requirements.

🏝️ Benefits

• Eligibility for annual incentive bonuses.

• Initiatives promoting a healthy work/life balance.

• Wellbeing programs.

• Shared parental leave policies.

• Study assistance support.

• Opportunities for sabbaticals.

• Flexible working hours.