Strategic Customer Success Manager
Are you data-driven and customer-centric?
Do you enjoy collaborating cross-functionally to deliver on common goals?
About our Team
Nexis® Solutions, as part of LexisNexis and the global RELX corporate family, connects customers to market-leading data through a flexible suite of scalable solutions, including our award-winning, flagship Nexis® research platform. By enabling fast access to a vast universe of enriched data with intelligent technologies, Nexis Solutions empowers business, media, non-profit, government and academic organizations worldwide to quickly discover actionable insights that enable confident, performance-driving decisions.
About the Role
We’re looking for a highly strategic and relationship-driven Customer Success Manager to join our team. In this role, you’ll manage a small portfolio of our most important clients. 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, owning the post-sale relationship, identifying opportunities for expansion, advocating for client needs internally, and driving value at every stage of the customer journey.
Responsibilities
Own and deepen relationships with a portfolio of strategic accounts
Understand each client’s business goals, KPIs, and how our solution fits into their broader strategy
Lead onboarding, adoption, and expansion efforts tailored to each client’s unique needs
Serve as a cross-functional liaison, working closely with Sales, Product, Support, and Engineering to champion client priorities
Develop and execute success plans, QBRs, and health checks for each account
Identify upsell, cross-sell, and renewal opportunities in partnership with Sales
Proactively mitigate risk and resolve escalations to ensure high satisfaction and retention
Deliver insights, best practices, and industry trends that help clients get the most out of our solutions
Track key metrics such as product usage, NPS, churn, and account health
Requirements
Customer Success, Account Management, or a similar client-facing role experience
Experience managing enterprise or strategic accounts
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
Experience with CRM tools like Salesforce, Gainsight, Churnzero, or other relevant platforms
Work in a way that works for you
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.
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.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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