Customer Success Specialist (Kenya)

CUSTOMER SUCCESS SPECIALIST (KENYA) LexisNexis About the Team LexisNexis Legal & Professional operates across more than 150 countries with a global workforce of 11,800 professionals. We're part of RELX, a leading provider of information-based analytics and decision tools serving professional and business customers worldwide. Our organization has consistently pioneered the adoption of AI and advanced technologies in the legal sector, helping professionals work more efficiently and transforming how legal practice operates. We develop ethical, powerful generative AI solutions using a flexible, multi-model approach that selects the best available technology for each specific legal application. About the Role As a Customer Success Specialist, you'll be instrumental in helping customers achieve their goals, adopt our solutions effectively, and build lasting partnerships with LexisNexis. This position bridges relationship management with cutting-edge digital tools, allowing you to proactively support customers, unlock the full potential of our products, and generate valuable feedback for product enhancement. You'll be based in Kenya and will work with customers throughout their journey with us. Key Responsibilities Building Customer Relationships and Delivering Value You'll establish trusted partnerships by learning what each customer is trying to accomplish, how they work, who their key stakeholders are, and how they measure success. You'll ensure LexisNexis solutions align with their business objectives and deliver tangible results. Using product usage data and AI-generated insights, you'll lead strategic conversations focused on driving value. Supporting Activation, Enablement and Adoption You'll guide customers through the onboarding process, helping them configure and activate our solutions for a smooth, personalized experience. You'll provide comprehensive training on platform features, workflows, and AI-powered capabilities. By monitoring adoption metrics and usage data, you'll spot adoption barriers early and deploy targeted strategies to increase engagement. You'll also contribute to developing tailored adoption approaches based on customer role, industry, and organizational maturity. Ensuring Value Realization, Supporting Renewals and Identifying Growth You'll leverage dashboards, analytics, and customer health metrics to track adoption and ongoing value creation. You'll conduct regular value review sessions, using AI-generated usage reports and ROI analysis to demonstrate impact. During renewal cycles, you'll clearly articulate the value customers have received and explore additional opportunities. Working alongside the Sales team, you'll identify potential upsells and cross-sells that align with customer objectives. Managing Customer Data and Resolving Issues You'll maintain accurate, current records in CRM and customer success platforms, with support from AI-assisted documentation. You'll handle customer escalations professionally and coordinate solutions across Product, Support, and technical teams. You'll analyze customer feedback and usage patterns to spot trends and contribute ideas for product improvements. Cross-Functional Partnership and Customer Advocacy You'll work closely with Product, Sales, Marketing, and Support teams to create a seamless, insight-driven customer experience. You'll share structured customer insights to inform product roadmap decisions, drive customer-centered innovation, and scale our success programs. Qualifications and Experience You'll bring 2-3 years of professional experience in Customer Success, Account Management, Professional Services, or a similar customer-facing role. Experience with digital products, technology platforms, or data-driven tools is important; background in legal or tech sectors is advantageous. You hold a degree in Law or a related field, or can demonstrate equivalent professional experience. You communicate effectively, both verbally and in writing, and excel at building strong relationships. Your analytical mindset and comfort working with data, dashboards, and AI tools set you apart. Experience with CRM systems and customer success platforms such as Salesforce or Pendo is beneficial. You manage multiple priorities smoothly in dynamic, fast-moving environments. Your approach is empathetic and genuinely customer-centered, grounded in active listening. You demonstrate initiative, work well in collaborative settings, adapt readily to change, and embrace continuous learning, including keeping pace with emerging technologies. You are based in Kenya. About LexisNexis LexisNexis Legal & Professional supplies legal, regulatory, and business information and analytics that enable professionals to increase productivity, make better decisions, achieve superior outcomes, and strengthen the rule of law globally. As a digital innovator, we were the first organization to deliver legal and business information online through Lexis and Nexis services.