Customer Success Specialist – Contract (Kenya)

About the role

The Customer Success Specialist will play a key role in driving customer value, adoption and long‑term partnership for LexisNexis Legal & Professional’s AI‑powered legal solutions. Based in Kenya, you will combine relationship management with digital and AI tools to guide customers, maximise outcomes and inform product improvement.

Key responsibilities

• Build trusted relationships and align customer objectives with LexisNexis solutions.
• Drive onboarding, configuration and training to ensure smooth adoption of AI‑powered legal tools.
• Monitor usage data, conduct value reviews and use AI‑generated insights to demonstrate ROI.
• Identify renewal, upsell and cross‑sell opportunities in collaboration with Sales.
• Maintain accurate records in CRM and manage escalations across Product, Support and technical teams.
• Collaborate with Product, Marketing and Sales to share customer insights and influence roadmap decisions.

Required profile

• Degree in Law.
• 2–3 years of experience in Customer Success, Account Management, Professional Services or a related field.

Required skills

• Proficiency with CRM systems.
• Experience using analytics dashboards and AI‑generated insights.
• Ability to document processes with AI‑assisted tools.