Customer Success Manager – Large Law Accounts (Legal Tech)

About the role

We are seeking a Lawyer‑Customer Success Manager to partner with large law firms and help them integrate LexisNexis drafting, research, analytics, and AI‑powered workflow solutions into daily practice. The role blends legal expertise with technology adoption to drive measurable business outcomes.

Key responsibilities

• Manage a portfolio of large law firm accounts, driving adoption, retention, and usage growth.
• Build trusted advisor relationships with key stakeholders and develop tailored success plans aligned to firm priorities.
• Guide firms in embedding drafting, research, analytics, and AI tools into their workflows.
• Collaborate with Sales, Product, Marketing, and Enablement on planning, renewals, and growth initiatives.
• Use customer health, engagement, and usage data to identify opportunities, mitigate risks, and improve outcomes.
• Lead proactive change‑management activities to accelerate adoption.
• Represent the voice of the customer to inform product improvements.

Required profile

• Experience working with law firms, legal professionals, or legal‑technology environments.
• Background in customer success, account management, consulting, or enterprise software adoption.
• Strong understanding of large‑law firm workflows, stakeholder dynamics, and legal‑tech trends, including AI.
• Proven ability to build relationships and lead strategic, value‑focused conversations.
• Experience supporting change management and driving adoption in complex settings.

Required skills

• Salesforce (CRM)
• Gong (conversation analytics)
• Seismic (sales enablement)
• Tableau (data visualization)
• Familiarity with AI‑powered legal tools and analytics platforms

What we offer

• Flexible home‑based work arrangement within Massachusetts.
• Wellbeing initiatives, shared parental leave, and study assistance.
• Opportunities to shape the future of legal technology.