Description
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.
Department: Commercial
Employment Type: Full Time
Location: London
Description
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.
Key Responsibilities
- 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.
Skills Knowledge and Expertise
- Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
- Strong communication, relationship-building and organisational skills.
- A proactive, customer-focused and commercially aware approach.
- Confidence using data and customer insight to prioritise actions and improve outcomes.
- Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.
- Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.
Success Measures
- Gross Revenue Retention (GRR)
- Renewal rates and churn reduction
- Product adoption and utilisation
- Customer engagement and health score improvements
- Customer Satisfaction (CSAT)
- Percentage of customers enrolled in digital journeys and automated engagement programmes
About Centellic
Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we're a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic?
At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic's advantage is our people and the culture we've created together. It's an environment where individuality is encouraged, relationships are genuine, and there's a strong sense of purpose in what we're building together. Collaborative,
#J-18808-Ljbffr
Customer Success Manager - Lexology PRO employer: Centellic
Centellic is an exceptional employer that fosters a dynamic and collaborative work culture, particularly within the vibrant legal tech events sector. Employees benefit from comprehensive professional development opportunities, including mentorship for junior team members, and enjoy the excitement of working in a fast-paced environment that connects innovators and industry leaders. With a commitment to employee growth and a focus on impactful events, Centellic offers a rewarding career path for those looking to make a significant contribution in the legal technology space.
