Customer Success Manager – Lexology PRO

About the role

The Customer Success Manager (CSM) for Lexology PRO will own a portfolio of customers, ensuring they realise value from their investment and achieve business objectives. You will drive retention, product adoption, engagement and overall satisfaction throughout the customer lifecycle.

Key responsibilities

• Manage onboarding, success plans and ongoing engagement for an allocated portfolio of Lexology PRO and SPG customers.
• Build trusted relationships with users, decision‑makers and commercial stakeholders.
• Monitor usage, engagement and health scores, acting early to mitigate risk.
• Deliver customer reviews, training and tailored initiatives that increase adoption and value.
• Collaborate with Sales, Product, Marketing, Support and Retention teams to share insights, highlight growth opportunities and improve the experience.

Required profile

• Experience in a customer‑facing B2B role, preferably in Customer Success or account management.
• Strong communication, relationship‑building and organisational skills with a proactive, commercially‑aware approach.
• Confidence using data and customer insight to prioritise actions and improve outcomes.

Required skills

• ChurnZero (or similar Customer Success platform).
• Gainsight.
• Planhat.

What we offer

• Eye care, employee assistance programme, birthday day off, pension contributions and life assurance.
• Cycle‑to‑work scheme, season ticket loan, wellbeing allowance and Puregym access.
• Private healthcare after one year, generous parental leave and work‑from‑anywhere (2 weeks).
• Company socials, mentoring scheme, volunteering day and employee affinity networks.