Large Law Customer Success Manager (Atlanta, GA)

About the Role

This role requires residing in Atlanta or its neighboring suburbs. The Large Law Customer Success Manager is a strategic, consultative individual contributor responsible for driving customer value, workflow transformation, adoption, retention, and usage growth across a portfolio of large law firm customers. These accounts require a strong understanding of complex legal workflows, stakeholder dynamics, technology adoption, and the evolving role of AI in legal work. This role helps large law firms integrate LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily practice, ensuring customers not only adopt the platform but realize measurable business outcomes from it. The Large Law Customer Success Manager serves as a trusted advisor to customer stakeholders, guiding success planning, workflow adoption, and change management across sophisticated legal environments.

Responsibilities

• Manage a portfolio of large law firm accounts, driving adoption, customer value, retention, and usage growth
• Build trusted advisor relationships with key stakeholders and develop tailored success plans aligned to firm priorities
• Guide firms in embedding drafting, research, analytics, and AI-powered workflow solutions into daily legal work
• Partner cross-functionally with Sales, Product, Marketing, and Enablement on planning, reviews, renewals, and growth
• Use customer health, engagement, and usage insights to identify opportunities, address risks, and improve outcomes
• Lead proactive engagement to support change management and accelerate adoption
• Represent the voice of the customer by sharing insights to improve products and overall customer experience

Requirements

• JD degree
• Experience working with law firms, legal professionals, or legal technology environments
• Background in customer success, account management, consulting, enterprise software, or solution adoption roles
• Understanding of large law firm workflows, stakeholder dynamics, and legal technology trends including AI
• Ability to build strong relationships and lead strategic, value-focused customer conversations
• Experience supporting change management and driving adoption across complex environments
• Ability to use customer data, usage insights, and feedback to inform account strategies and improve retention
• Familiarity with CRM, analytics, and customer success tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms
• Experience working with AI-powered tools or technologies

Benefits

• Healthy work/life balance with numerous wellbeing initiatives
• Shared parental leave
• Study assistance
• Sabbaticals

Pay

U.S. National Base Pay Range: $48,900 - $81,500. Geographic differentials may apply in some locations to better reflect local market rates.