Lead, coach, and develop a high-performing team of customer success professionals supporting key and strategic law firm customers
Own the regional customer success strategy, driving customer health, retention, usage growth, and long-term value
Guide the team in building trusted advisor relationships and creating tailored success plans aligned to firm goals and workflows
Partner with Client Managers, Sales, Product, Marketing, and Enablement on strategic account planning and business reviews
Use customer health, engagement, and usage data to identify adoption barriers and guide change management efforts
Drive deeper integration of LexisNexis solutions into customer workflows and business processes
Represent the voice of the customer by sharing insights and feedback with internal stakeholders
Support transformation initiatives that improve customer outcomes across the full lifecycle

Experience working with law firms, legal professionals, or legal technology environments
Proven people leadership experience in customer success, enterprise software, consulting, or strategic account roles
Strong understanding of large law firm workflows and stakeholder dynamics
Ability to coach teams on executive engagement, change management, and value-based customer conversations
Experience using customer health, engagement, and usage data to inform account strategy and improve retention
Comfort working cross-functionally in complex, matrixed organizations
Proficiency with CRM, customer success, analytics, and enablement tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms
Familiarity with AI-powered technologies and their application in professional workflows.

Regional Manager, Customer Success – Key Accounts

Key skills