Customer Success Specialist – Kenya

About the role

The Customer Success Specialist will drive value, adoption and long‑term partnership for LexisNexis Legal & Professional customers in Kenya. Leveraging AI‑powered tools and data insights, you will combine relationship management with digital analytics to guide customers, maximise outcomes and inform product improvement.

Key responsibilities

• Build trusted relationships by understanding customers’ objectives, workflows, stakeholders and success measures.
• Align customer needs with organisational goals to deliver measurable value using product usage data and AI‑generated insights.
• Support activation, configuration and onboarding of LexisNexis solutions, delivering clear training on platform navigation and AI‑supported features.
• Monitor onboarding and usage data to identify friction early and drive targeted adoption activities.
• Use dashboards, analytics and health indicators to run periodic value reviews, demonstrate ROI and support renewals.
• Identify upsell and cross‑sell opportunities in collaboration with Sales.
• Maintain accurate records in CRM and customer success platforms, manage escalations and coordinate with Product, Support and technical teams.
• Analyse feedback and usage data to contribute to product improvements and share insights with Product, Sales, Marketing and Support.

Required profile

• Degree in Law.
• 2–3 years of experience in Customer Success, Account Management, Professional Services or a related field.
• Strong analytical mindset and ability to use data‑driven insights to guide customers.
• Excellent communication and relationship‑building skills.

Required skills

• Experience with CRM and customer success platforms.
• Familiarity with AI‑generated insights and data analytics tools.