LexisNexis

Customer Success Manager

LexisNexis

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Serve as the primary post‑sale contact, providing strategic guidance and support
  • Lead onboarding to help customers achieve early value and confidence with our solutions
  • Create clear success plans outlining goals, milestones, and expected outcomes
  • Monitor customer health and proactively address risks to support retention
  • Deliver regular business reviews focused on customer priorities and value
  • Collect and advocate for customer feedback to inform product and service improvements
  • Partner with Account Managers to ensure smooth handovers and aligned account strategy
  • Work with Product, Marketing, and other teams to deliver a unified customer experience
  • Identify growth opportunities based on customer needs and usage trends
  • Share insights, risks, and recommendations with the Regional Manager, Customer Success
  • Contribute to advocacy efforts such as case studies and user engagement activities
  • Maintain accurate customer information and activity data in CRM systems (e.g., Salesforce)
  • Track and report portfolio metrics, including adoption trends and renewal signals
  • Follow customer success playbooks and support continuous improvement of team processes
  • Identify opportunities to streamline workflows and enhance the customer experience

Requirements

  • Experience in Customer Success, Account Management, or another customer-facing role in SaaS or B2B environments
  • Knowledge of subscription lifecycles, onboarding practices, and retention strategies
  • Strong communication skills, with the ability to engage a wide range of stakeholders
  • Comfortable working with data and turning insights into clear recommendations
  • Organised, proactive, and able to manage multiple customers in a dynamic environment
  • Familiarity with Elsevier solutions or experience in research, academic, or healthcare sectors
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
customer successaccount managementonboarding practicesretention strategiesdata analysisportfolio metricssubscription lifecyclesCRM systems
Soft Skills
communicationstrategic guidanceproactiveorganizationalcustomer advocacystakeholder engagementinsight sharing