Digital Customer Success Specialist

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,300 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.

About the Role

The Digital Adoption specialist is responsible for designing, delivering, and optimising a scalable, product-led customer experience. This role focuses on automated onboarding, in-product education, lifecycle communications, and data-driven adoption strategies. The Digital adoption specialist works closely with Product, Marketing, Sales, Training and Data teams to ensure customers receive personalised, timely, and value-focused digital engagements at scale. 

This is a key role as LexisNexis transitions toward product-led growth (PLG) and AI-enhanced customer success. 

Responsibilities:

Digital Onboarding Program Ownership

• Design and maintain automated onboarding journeys (emails, in‑product guides, checklists) and create tailored pathways by persona, industry, and solution type.
• Use behavioural data to personalise onboarding steps, identify support needs, and partner with Product & UX to embed onboarding directly into the platform.

Product‑Led Adoption & Engagement

• Build digital adoption campaigns that highlight key features, workflows, and AI capabilities, and create accessible educational content in partnership with Product, Training, and Success teams.
• Use in‑product analytics for user segmentation, deliver personalised nudges, and continuously test and optimise lifecycle messaging and automated outreach.

Data‑Driven Insights & Health Monitoring

• Monitor user behaviour, feature usage, and health indicators to identify friction, and use AI insights to detect early signs of low adoption or churn risk.
• Collaborate with Product and Engineering to improve user flows and activation and report key digital CS metrics linked to adoption and retention outcomes.

Cross‑Functional Collaboration

• Use engagement insights to inform product roadmap decisions and partner with Marketing and Sales on lifecycle communications and nurture programs.
• Work with CS Operations to automate processes and provide adoption dashboards, insights, and automation tools to support customer‑facing teams.

Customer Communication

• Represent customer needs in product stakeholder meetings and collaborate with Product Owners on release notes, in‑product messages, and communication planning.
• Ensure timely customer updates during incidents and support customer‑facing teams by clearly communicating sensitive issues.

Requirements

• 5+ years’ experience in Customer Success, Digital Experience, Product Adoption, or Lifecycle Marketing within B2B SaaS or data‑driven environments.
• Demonstrated ability to design and scale automated, product‑led onboarding and adoption programs.
• Strong understanding of customer journey mapping, lifecycle communication, and in‑product engagement.
• Experience using analytics and customer health data to identify trends, friction points, and opportunities for improvement.
• Comfortable working with automation platforms, in‑product messaging tools, and digital enablement technologies.
• Interest or experience in AI‑enabled customer success, automation, and data‑driven decision‑making.
• Excellent written and verbal communication skills, including experience with release communications and customer‑facing messaging.
• Proven stakeholder management skills with the ability to collaborate across Product, Marketing, Sales, Training, and technical teams.
• Analytical, curious, adaptable, and customer‑centric, with a strong sense of ownership and continuous improvement.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive#

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: - Medical Aid- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)- Modern family benefits, including adoption and surrogacy- Study Leave 

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.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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