Customer Success Manager - Lex Machina

The Customer Success Manager is the Lex Machina product expert that helps our customers get the most value out of our offerings. They partner with our customers via trainings, demos, and meetings as a trusted advisor to make sure they successfully onboard and then adopt Lex Machina.

Compensation is competitive and full benefits include medical, dental, vision, 401(k) with matching-, short- and long-term disability insurance, tuition reimbursement, and more

Job Description

Roles & Responsibilities:

• Proactively managing, protecting, and growing revenue of Lex Machina from existing customers within an assigned territory/set of accounts.
• Developing and executing a defined account management strategy that drives retention, renewal, adoption, and growth. 
• Successful implementation of customer and trial onboarding (including product set-up, id troubleshooting, training, etc.), enhanced support, on-going maintenance and training, usage analysis and usage driving activities of assigned Lex Machina customer accounts.
• Deliver a superior customer experience for Lex Machina and thereby support the businesses’ NPS and renewal goals.
• Create programs which are designed to help Lex Machina users get the most value from Legal Analytics by identifying opportunities and strategies to improve their business, drive action, and achieve results by using Lex Machina’s data-driven insights
• Understand user’s business needs/expectations and goals so deeply that everything the CSM does is about helping them achieve/exceed those goals

Accountabilities:

• Meet or exceed monthly and annual sales and retention goals through targets revenue/growth opportunities within an assigned territory/set of accounts.
• Develops and implements a detailed strategic account management plan to demonstrate how to maximize those revenue opportunities.
• Optimize Customer Lifecycle Plan to maximize revenue growth and retention by developing tactics/approaches that will drive the model.
• Manage existing customer relationships and implement programs and tools to drive retention, revenue growth, and upsell opportunities.
• Identifies key contacts and decision makers within a customer organization and develops strong relationships with those contacts.
• Owns the relationship with the customer and is responsible for the overall health/status of the relationship.

Basic Qualifications:

• Bachelor’s degree or equivalent education from accredited institution
• 5 years successful account management, sales, customer training or equivalent experience, working with complex legal solutions.
• Experience with driving technology adoption, usage, and engagement.
• Experience with renewing, negotiating contracts, and closing business.
• In depth understanding of law firm and in-house operations and trends affecting the legal marketplace.
• Ability to create presentations and present materials to an executive level audience using both written and verbal communication skills
• Ability to build strong customer relationships.
• Strong business acumen to understand the impact of decisions on the customer base as measured by the Net Promoter Score performance.
• Strong organizational skills and problem solving.
• May require local or overnight business travel up to 20%.

Preferred Qualifications:

• JD
• Domain expertise in legal processes preferred. 
• Ability to troubleshoot and resolve service-related issues.
• Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals.

Compensation is competitive and full benefits include medical, dental, vision, 401(k) with matching-, short- and long-term disability insurance, tuition reimbursement, and more.

Additional information:

LexisNexis, a division of RELX Group, is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [email protected] or if you are based in the US you may also contact us on 1.855.833.5120.

For more information: www.lexmachina.com

LexisNexis, a division of RELX Group, is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [email protected] or if you are based in the US you may also contact us on  1.855.833.5120.

Please read our Candidate Privacy Policy