Customer Success Manager

RELX

Customer Success Manager leading a team of consultants for law firm drafting and DMS solutions. Focused on strategic growth, adoption, and collaboration across functional teams.

Posted 5/12/2026full-timeColorado, Florida, North Carolina, Ohio, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $115,400 - $230,700 per yearWebsite

About the role

Key responsibilities & impact

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
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
Work closely with Sales to ensure smooth trial-to-post-sale transitions and aligned customer expectations
Collaborate with Product and Development to prioritize enhancements based on structured customer feedback and real-world workflow friction
Serve as a structured feedback channel to Product Management and Development teams
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
Partner closely with Sales and Account Management to support renewals through demonstrated adoption and measurable value

Requirements

What you’ll need

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

Benefits

Comp & perks

This job is eligible for an annual incentive bonus
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ATS Keywords

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Hard Skills & Tools

data analysisadoption strategyonboarding frameworksenablement programsproduct usage dataanalytics

Soft Skills

leadershipcoachingcommunicationinfluencingcollaborationsynthesis