Customer Success Specialist

About LexisNexis South Africa

At LexisNexis, we pioneer advanced information and analytics solutions that empower professionals across industries to make confident decisions and drive progress. Our mission is to advance the rule of law and empower our customers through data-driven insights, technology, and collaboration.

As part of the LexisNexis South Africa team, you'll be joining a company that values curiosity, innovation, and a proactive approach to solving complex business challenges.

About the Team

We are looking for a
client‑centric, relationship‑driven
individual who can confidently support customers through onboarding, product installation, training, and long‑term adoption. The ideal candidate is
adaptable, proactive, and quick to learn
in a multi‑product environment. This is an ideal opportunity for a professional who is eager to learn, grow, and make an impact.

About the Role

The Customer Success Specialist plays a strategic role in driving customer value, adoption, and long-term partnership. As AI-powered tools and data insights reshape the customer lifecycle, this role blends human expertise with intelligent automation to proactively guide customers, maximize product outcomes, and influence product evolution. The ideal candidate is customer-centric, tech-forward, analytically minded, and skilled at orchestrating value across the entire customer journey.

Responsibilities

• Serve as a trusted advisor by deeply understanding customers' business objectives, workflows, and success metrics.
• Identify customer champions and stakeholders; build multi-level engagement plans.
• Lead activation and configuration of LexisNexis solutions, ensuring a smooth, personalised onboarding journey.
• Utilise AI-based onboarding tools to analyse customer profiles and recommend optimal product configurations.
• Leverage product usage dashboards, predictive analytics, and customer health scoring to drive targeted adoption interventions.
• Own customer retention strategy using a blend of human relationship management and automated signals.
• Identify upsell and cross-sell opportunities based on customer goals, usage trends, and predictive insights.
• Maintain accurate CRM and CS platform records including health scores, engagement notes, and action items.
• Partner with Product, Sales, Marketing, and Support to deliver a frictionless, insight-led customer experience.

Requirements

• Bachelor's degree in Law would be an advantage
• Experience with Conveyancing would be an advantage
• 2–3 years in Customer Success, Account Management, Professional Services, or a customer-facing role.
• Experience working with digital products, legal/tech platforms, or customer data analytics is advantageous.
• Strong analytical and problem-solving abilities; comfortable working with data, dashboards, and AI tools.
• Proficiency in CRM and CS platforms (Salesforce, Gainsight, etc.).
• Proactive, self-driven, and comfortable leading value-focused conversations.
• Tech-curious and eager to learn new AI capabilities.
• Collaborative team player with a continuous improvement mindset.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave

About the Business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.