LexisNexis

Digital Customer Success Specialist

LexisNexis

full-time

Posted on:

Location Type: Office

Location: Johannesburg • South Africa

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About the role

  • Digital Onboarding Program Ownership Design and maintain automated onboarding journeys (emails, in‑product guides, checklists) and create tailored pathways by persona, industry, and solution type.
  • Use behavioural data to personalise onboarding steps, identify support needs, and partner with Product & UX to embed onboarding directly into the platform.
  • Product ‑Led Adoption & Engagement Build digital adoption campaigns that highlight key features, workflows, and AI capabilities, and create accessible educational content in partnership with Product, Training, and Success teams.
  • Use in‑product analytics for user segmentation, deliver personalised nudges, and continuously test and optimise lifecycle messaging and automated outreach.
  • Data ‑Driven Insights & Health Monitoring Monitor user behaviour, feature usage, and health indicators to identify friction, and use AI insights to detect early signs of low adoption or churn risk.
  • Collaborate with Product and Engineering to improve user flows and activation and report key digital CS metrics linked to adoption and retention outcomes.
  • Cross ‑Functional Collaboration Use engagement insights to inform product roadmap decisions and partner with Marketing and Sales on lifecycle communications and nurture programs.
  • Work with CS Operations to automate processes and provide adoption dashboards, insights, and automation tools to support customer‑facing teams.
  • Customer Communication Represent customer needs in product stakeholder meetings and collaborate with Product Owners on release notes, in‑product messages, and communication planning.
  • Ensure timely customer updates during incidents and support customer‑facing teams by clearly communicating sensitive issues.

Requirements

  • 5+ years’ experience in Customer Success, Digital Experience, Product Adoption, or Lifecycle Marketing within B2B SaaS or data‑driven environments.
  • Demonstrated ability to design and scale automated, product‑led onboarding and adoption programs.
  • Strong understanding of customer journey mapping, lifecycle communication, and in‑product engagement.
  • Experience using analytics and customer health data to identify trends, friction points, and opportunities for improvement.
  • Comfortable working with automation platforms, in‑product messaging tools, and digital enablement technologies.
  • Interest or experience in AI‑enabled customer success, automation, and data‑driven decision‑making.
  • Excellent written and verbal communication skills, including experience with release communications and customer‑facing messaging.
  • Proven stakeholder management skills with the ability to collaborate across Product, Marketing, Sales, Training, and technical teams.
  • Analytical, curious, adaptable, and customer‑centric, with a strong sense of ownership and continuous improvement.
Benefits
  • Medical Aid
  • Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
  • Modern family benefits, including adoption and surrogacy
  • Study Leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
automated onboardingcustomer journey mappinglifecycle communicationin-product engagementanalyticscustomer health dataAI-enabled customer successautomationdata-driven decision-makingdigital adoption campaigns
Soft Skills
written communicationverbal communicationstakeholder managementcollaborationanalyticalcuriousadaptablecustomer-centricownershipcontinuous improvement