Customer Success Specialist (Kenya)

Are you passionate about helping customers achieve meaningful outcomes through data and technology?

Do you enjoy building strong relationships and using insights to drive long-term value and growth?

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).

About the Role

The Customer Success Specialist plays a key role in driving customer value, adoption, and long-term partnerships. You will combine relationship management with digital tools and insights to proactively guide customers, maximise outcomes, and contribute to continuous product improvement. This role focuses on delivering a seamless, insight-led customer experience that supports both customer success and business growth.

Responsibilities

• Build trusted relationships by understanding customers’ objectives, workflows, stakeholders, and success measures
• Align customer needs with organisational goals to ensure LexisNexis solutions deliver measurable value
• Lead value-focused conversations using product usage data and insights
• Support activation, configuration, and onboarding to deliver a smooth, personalized experience
• Deliver training on platform navigation, workflows, and supported features
• Monitor onboarding and usage data to identify friction and drive targeted adoption activities
• Use dashboards and analytics to support value realization, renewals, and identify growth opportunities
• Collaborate with Product, Sales, Marketing, and Support teams to enhance the customer experience

Requirements

• Experience in Customer Success, Account Management, Professional Services, or another customer-facing role
• Experience working with digital products, technology platforms, or data-driven tools; legal or tech environments are a plus
• Strong communication, presentation, and relationship-building skills
• Analytical and problem-solving skills, with comfort using data and dashboards
• Experience with CRM and customer success platforms (e.g., Salesforce, Pendo) is beneficial and the ability to manage multiple priorities in a fast-paced environment
• Demonstrated empathy, active listening, and a customer-centered approach
• Proactive, collaborative, adaptable, and open to continuous learning and new technologies
• Law degree, admitted attorney, understanding of legal systems, legal processes and experience in Litigation and Conveyancing.
• Based in Kenya.

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.









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