Large Law Customer Success Manager

Role Overview

This role requires residing in Atlanta or its neighboring suburbs. The Large Law Customer Success Manager is a strategic, consultative individual contributor responsible for driving customer value, workflow transformation, adoption, retention, and usage growth across a portfolio of large law firm customers. These accounts require a strong understanding of complex legal workflows, stakeholder dynamics, technology adoption, and the evolving role of AI in legal work. This role helps large law firms integrate LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily practice, ensuring customers not only adopt the platform but realize measurable business outcomes from it.

What You Will Do

Manage a portfolio of large law firm accounts, driving adoption, customer value, 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-powered workflow solutions into daily legal work.

Why It Might Be a Fit

Ability to build strong relationships and lead strategic, value-focused customer conversations. Experience supporting change management and driving adoption across complex environments. Ability to use customer data, usage insights, and feedback to inform account strategies and improve retention.

Requirements

• JD degree
• Experience working with law firms, legal professionals, or legal technology environments
• Background in customer success, account management, consulting, enterprise software, or solution adoption roles
• Understanding of large law firm workflows, stakeholder dynamics, and legal technology trends including AI
• Ability to build strong relationships and lead strategic, value-focused customer conversations
• Experience supporting change management and driving adoption across complex environments
• Ability to use customer data, usage insights, and feedback to inform account strategies and improve retention
• Familiarity with CRM, analytics, and customer success tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms
• Experience working with AI-powered tools or technologies

Benefits

• healthy work/life balance
• wellbeing initiatives
• shared parental leave
• study assistance
• sabbaticals