About this role
The Customer Success Manager (CSM) is responsible for managing a portfolio of Lexology PRO and SPG customers, ensuring they realise value from their investment and achieve their business objectives. The role is accountable for driving customer retention, product adoption, engagement, and overall customer satisfaction throughout the customer lifecycle. Working closely with customers, the CSM develops trusted relationships, delivers proactive success planning, identifies risks and opportunities, and helps customers maximise the value of the platform. Success is measured through customer outcomes, Gross Revenue Retention (GRR), engagement levels, renewal performance, and the identification of expansion opportunities. The CSM team leverages ChurnZero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement, and support data-driven decision making. The role collaborates closely with Sales, Product, Marketing, Support, and Retention teams to ensure customer needs are understood, issues are resolved efficiently, and customers receive a consistent and high-quality experience. As part of the Customer Excellence organisation, the CSM contributes to the continuous improvement of customer success processes, best practices, and scalable engagement programmes that support customer growth and long-term retention. Manage customer onboarding, success plans and engagement across an allocated portfolio. Build relationships with users, decision-makers and commercial stakeholders. Monitor usage, engagement and customer health, acting early to mitigate risk. Deliver customer reviews, training and tailored initiatives that increase adoption and value. Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience. Maintain accurate account records and contribute to team knowledge sharing and improvement.