About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Government vertical, our solutions assist government agencies and law enforcement to drive insights from complex data sets, improving operation efficiency, increasing program integrity, discovering, and recovering revenue, and making timely and informed decisions to enhance investigations. You can learn more about LexisNexis Risk at https://risk.lexisnexis.com/government.
About Our Team
The VitalChek Customer Success team supports government customers across the VitalChek portfolio, helping them maximize the value of our vital records solutions, payment technologies, and identity verification platforms. The team focuses on customer relationships, retention, account growth, and long-term partnership value while collaborating with teams across the business to support positive customer outcomes.
About the Role
The Director of Customer Success is a strategic sales leadership role responsible for retaining and growing government customer relationships across the VitalChek portfolio. Reporting to the Senior Director of Sales, this leader will guide customer retention, revenue expansion, renewal performance, executive-level relationship management, and customer advocacy.
This role will build and formalize customer success capabilities that do not fully exist today, helping the team move away from technical-help responsibilities and toward proactive retention and growth objectives. The Director will also help customers maximize the value of VitalChek vital records solutions, payment technologies, and identity verification platforms while identifying opportunities for growth and expansion. The position may be fully remote within the United States and will require regular travel to customer locations, industry events, and internal meetings.
Responsibilities
- Lead, coach, and develop a team of five Customer Success Managers responsible for customer retention, account growth, and customer satisfaction.
- Establish a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development.
- Build and execute customer success strategies that support company growth objectives and customer retention goals.
- Create scalable processes, role clarity, and best practices that improve customer engagement, account health, and team effectiveness.
- Own team performance against renewal, retention, and expansion revenue targets.
- Partner with Customer Success Managers to identify upsell and cross-sell opportunities within existing accounts.
- Lead account planning, renewal and expansion forecasting, and pipeline-visibility activities for the customer success organization.
- Monitor customer health indicators and proactively address risks to retention and renewal success.
- Build trusted relationships with senior government stakeholders and executive sponsors.
- Serve as an escalation point for critical customer issues and strategic account concerns.
- Conduct executive business reviews and strategic planning discussions with key customers.
- Support major contract renewals, negotiations, and expansion opportunities.
- Partner with Implementation, Product Management, Support, Operations, and Executive Leadership to deliver strong customer experiences.
- Provide customer insights and market feedback to influence product strategy and service delivery.
- Collaborate with implementation and onboarding teams to support smooth customer transitions and long-term adoption.
- Develop and maintain customer success processes, metrics, and reporting frameworks.
- Analyze customer and revenue data to identify trends, risks, and growth opportunities.
- Lead change-management and process-improvement initiatives that strengthen organizational performance and customer outcomes.
Requirements
- Minimum of 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role.
- Proven success leading teams responsible for revenue retention, renewals, and account growth.
- Experience forecasting revenue and managing performance against revenue targets.
- Demonstrated ability to build executive-level customer relationships and navigate complex stakeholder environments.
- Strong coaching, leadership, communication, and presentation skills.
- Experience managing escalations and resolving complex customer challenges.
Preferred Qualifications
- Minimum of three years of people-leadership experience managing customer success, account management, or sales teams.
- Experience building or formalizing customer success teams, defining team roles, or establishing operating structures.
- Experience within government technology, public-sector technology, SaaS, payments, or citizen-services industries.
- Experience working with state, local, or municipal government customers.
- Knowledge of subscription-based and contract-based revenue models.
- Experience leading customer success transformation, process improvement, or organizational change initiatives.
- Bachelor’s degree in business, marketing, management, or a related field. An equivalent combination of education and relevant experience may be considered.
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
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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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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EEO Know Your Rights.
Skills Required
- Minimum 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role
- Proven success leading teams responsible for revenue retention, renewals, and account growth
- Experience forecasting revenue and managing performance against revenue targets
- Demonstrated ability to build executive-level customer relationships and navigate complex stakeholder environments
- Strong coaching, leadership, communication, and presentation skills
- Experience managing escalations and resolving complex customer challenges
- Minimum three years of people-leadership experience managing customer success, account management, or sales teams
- Experience building or formalizing customer success teams, defining team roles, or establishing operating structures
- Experience within government technology, public-sector technology, SaaS, payments, or citizen-services industries
- Experience working with state, local, or municipal government customers
- Knowledge of subscription-based and contract-based revenue models
- Experience leading customer success transformation, process improvement, or organizational change initiatives
- Bachelor's degree in business, marketing, management, or a related field, or equivalent education and relevant experience
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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