LexisNexis Jobs

Customer Success DMS Manager

LexisNexis

Customer Success DMS Manager

Posted 6 Days Ago

8 Locations

In-Office or Remote

110K-231K Annually

Senior level

Information Technology • Legal Tech • Professional Services • Analytics • Business Intelligence

The Role

Lead a team of Customer Success Consultants to drive trial enablement, onboarding, and adoption of drafting and DMS-integrated solutions for law firms. Build scalable programs, analyze usage data to identify expansion and risk, collaborate cross-functionally with Sales, Product, Marketing, and Data Science, engage executive stakeholders, and support renewals by improving customer health and demonstrating measurable value.

Summary Generated by Built In

Do you enjoy building solid internal and external relationships resulting in growth?

Do you enjoy collaborating cross-functionally to deliver on common goals

Position Overview

We are seeking a strategic and analytical Customer Success Manager to lead a team of four Customer Success Consultants responsible for trial enablement, post-sale training, and long-term adoption of our drafting and DMS integration solutions within law firms. This is a performance-driven leadership role measured by adoption depth, customer engagement, renewal support, and overall portfolio health. The role operates at the center of a highly cross-collaborative ecosystem, partnering closely with Sales, Marketing, Product, Development, and Data Science to ensure customer insights translate into improved onboarding, stronger adoption programs, and continuous product enhancement.

The ideal candidate can operate both tactically and strategically — identifying usage trends across accounts, designing scalable onboarding and adoption programs, and equipping their team with a clear framework for consistent execution. This leader must be comfortable zooming out to see systemic patterns across the portfolio while also diving into account-level insights when necessary.

Key Responsibilities

Team Leadership and Execution Framework

Lead, coach, and develop a team of four Customer Success Consultants focused on trials, onboarding, and adoption of drafting and DMS-integrated solutions. Establish a structured operating model that defines success milestones, engagement cadences, and adoption benchmarks. Provide clear implementation frameworks and playbooks that Consultants can consistently execute across firms.

Adoption Strategy and Program Development

Analyze product usage data in partnership with Data Science and internal analytics teams to identify adoption trends, expansion opportunities, and risk signals across the customer base. Translate insights into scalable onboarding programs, advanced feature enablement initiatives, and targeted adoption campaigns. Develop measurable adoption KPIs and reporting mechanisms to track engagement depth and long-term value realization.

Cross-Functional Collaboration

Work closely with Sales to ensure smooth trial-to-post-sale transitions and aligned customer expectations. Partner with Marketing to inform targeted enablement content and adoption campaigns. Collaborate with Product and Development to prioritize enhancements based on structured customer feedback and real-world workflow friction. Act as a bridge between customer experience and internal execution, ensuring alignment across go-to-market and product teams.

Portfolio-Level Insight and Strategic Oversight

Move beyond individual account activity to identify systemic themes, friction points, and behavioral trends. Balance tactical support with strategic oversight—ensuring the team focuses on high-impact initiatives rather than reactive activity.

Voice of the Customer

Serve as a structured feedback channel to Product Management and Development teams. Synthesize recurring pain points, workflow barriers, feature requests, and competitive pressures into actionable insights. Advocate for enhancements that improve integration, drafting efficiency, and user experience within real-world legal workflows.

Executive and Stakeholder Engagement

Engage credibly with C-suite executives, Managing Partners, AI Innovation Attorneys, KM leaders, and law librarians to secure internal buy-in and drive organizational adoption. Address strategic concerns around AI usage, workflow disruption, risk mitigation, and ROI. Support firms in aligning technology adoption with broader innovation initiatives.

Renewal Support and Customer Health

Partner closely with Sales and Account Management to support renewals through demonstrated adoption and measurable value. Monitor health indicators and proactively address risks that may impact retention.

Qualifications

5+ years in Customer Success, legal technology consulting, or client enablement within a SaaS or legal-tech environment
2+ years of people leadership experience
Demonstrated experience using product usage data and analytics to drive adoption strategy
Experience working cross-functionally with Sales, Marketing, Product, and analytics teams
Strong executive communication skills with the ability to influence senior stakeholders in law firms
Experience designing onboarding frameworks or scalable enablement programs
Ability to synthesize complex signals and identify broader portfolio trends

Preferred Experience

Experience with drafting automation, generative AI tools, or document management system integrations
Familiarity with AmLaw or mid-sized law firm operational structures
Exposure to legal innovation, knowledge management, or AI transformation initiatives

U.S. National Base Pay Range: $115,400 - $192,300. Geographic differentials may apply in some locations to better reflect local market rates. If performed in Colorado, the base pay range is $115,400 - $192,300.If performed in Illinois, the base pay range is $121,200 - $201,900.If performed in Chicago, IL, the base pay range is $126,900 - $211,500.If performed in New York, the base pay range is $126,900 - $211,500.If performed in New York City, the base pay range is $138,400 - $230,700.If performed in Rochester, NY, the base pay range is $115,400 - $192,300.If performed in Ohio, the base pay range is $109,500 - $182,700. This job is eligible for an annual incentive bonus. Application deadline is 07/31/2026.

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Skills Required

5+ years in Customer Success, legal technology consulting, or client enablement within a SaaS or legal-tech environment
2+ years of people leadership experience
Demonstrated experience using product usage data and analytics to drive adoption strategy
Experience working cross-functionally with Sales, Marketing, Product, and analytics teams
Strong executive communication skills with the ability to influence senior stakeholders in law firms
Experience designing onboarding frameworks or scalable enablement programs
Ability to synthesize complex signals and identify broader portfolio trends
Experience with drafting automation, generative AI tools, or document management system integrations
Familiarity with AmLaw or mid-sized law firm operational structures or exposure to legal innovation/knowledge management/AI transformation initiatives

LexisNexis Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about LexisNexis and has not been reviewed or approved by LexisNexis.

Healthcare Strength — Healthcare options are often described as comprehensive, spanning medical, dental, and vision coverage alongside life and disability protection. Wellbeing programming such as wellness initiatives and fitness support is also positioned as part of the overall package.
Retirement Support — Retirement benefits are repeatedly framed as a meaningful component of total rewards through 401(k) matching and access to stock purchase opportunities. Performance bonuses and charitable matching are also included as financial-support features within the broader rewards mix.
Leave & Time Off Breadth — Time-off offerings are portrayed as broad, including PTO, paid holidays, sick leave, and paid volunteer time. Flexible work arrangements, including remote options and flexible hours, further strengthen the overall rewards experience.

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The Company

HQ: New York City, NY

10,001 Employees

Year Founded: 1970

What We Do

LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets, monitoring their brands and competition, and in mitigating business risk. We collaborate with universities to educate students, and we support nation-building with governments and courts by making laws accessible and strengthening legal infrastructures. We partner with leading global associations and customers to collect evidence against war criminals and provide tools to combat human trafficking. LexisNexis Legal & Professional, which serves customers in more than 130 countries with 10,000 employees worldwide, is part of RELX Group, a global provider of information and analytics for professional and business customers across industries.