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 while acting as the main customer success representative accountable for adoption, workflow transformation, customer value, retention, and growth in usage.

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

• Foster customer adoption and value realization by assisting firms in integrating LexisNexis drafting, research, analytics, and AI-driven workflow solutions into their everyday legal tasks.

• Collaborate cross-functionally with Client Managers, Sales, Product, Marketing, and Enablement on account strategies, executive business reviews, renewal assistance, growth opportunities, and risk management.

• Utilize customer health, engagement, and usage metrics to pinpoint adoption challenges, facilitate change management, and initiate proactive outreach to enhance retention and growth.

• Advance customer engagement strategies that promote awareness, usage, and measurable value across practice areas, departments, and key stakeholder groups.

• Act as the customer's voice by conveying account insights, workflow requirements, and product feedback to internal teams to enhance the customer experience and guide future improvements.

⛳️ Requirements

• Juris Doctor (JD) degree required.

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

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

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

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

• Experience leveraging product usage, customer health, and engagement data to inform account strategy, boost retention, and facilitate broader adoption and growth.

• Proficient with CRM, customer success, enablement, analytics, and AI-enhanced tools, such as Salesforce, Gong, Seismic, Tableau, and LLM-based technologies or equivalent platforms.

• Willingness to travel up to 15%, as dictated by customer requirements.

🏝️ Benefits

• Eligibility for annual incentive bonuses.

• Wellbeing programs.

• Shared parental leave.

• Study assistance.

• Sabbaticals.

• Flexible working hours.

• Country-specific benefits.

• Disability accommodations during the hiring process.