Strategic Customer Success Manager

Are you passionate about helping customers unlock the full value of AI and drive meaningful business outcomes?

Do you enjoy building trusted relationships with strategic clients while shaping the future of innovative AI solutions?

About our Team

Nexis® Solutions, part of LexisNexis and the global RELX corporate family, connects customers to market-leading data through a flexible suite of scalable solutions, including our award-winning Nexis® research platform. By enabling fast access to a vast universe of enriched data powered by intelligent technologies, Nexis Solutions empowers business, media, non-profit, government, and academic organisations worldwide to discover actionable insights and make confident, performance-driven decisions. Our AI solutions help customers transform the way they access, analyse, and apply information, enabling them to work more efficiently and make better-informed decisions.

About the Role

As a Customer Success Manager, you will partner with strategic customers to help them successfully adopt, scale, and realise value from our AI solutions. Acting as a trusted advisor, you will guide clients throughout their journey—from onboarding and adoption to expansion and long-term success. You will work closely with customers to understand their business objectives, identify opportunities to maximise value, and ensure our AI capabilities are embedded into their workflows. Internally, you will collaborate with Sales, Product, Support, and Engineering teams to advocate for customer needs and deliver exceptional outcomes.

Responsibilities

• Own and develop strong relationships with a portfolio of strategic accounts, acting as the primary point of contact and trusted advisor for AI adoption and value realisation.
• Understand customers’ business goals, success metrics, and strategic priorities, and demonstrate how our AI solutions support and accelerate their objectives.
• Lead customer onboarding, adoption, and expansion initiatives, ensuring customers achieve measurable value from our solutions.
• Develop and execute customer success plans, including QBRs, health checks, adoption reviews, and engagement strategies.
• Drive change management and enablement activities, including training sessions, best-practice sharing, and the development of customer champions.
• Partner with Sales to identify renewal, upsell, and cross-sell opportunities, particularly around expanding AI use cases.
• Act as a customer advocate by collaborating with Product, Support, and Engineering teams to influence improvements and address customer needs.
• Proactively identify risks, resolve escalations, and implement strategies to improve customer satisfaction and retention.
• Stay informed about AI developments and customer trends to continuously enhance the customer experience.

Requirements

• Fluent in English and Dutch, ideally with additional European language skills such as Spanish, German, or French.
• Experience in Customer Success, Account Management, or a similar client-facing role, ideally with AI, SaaS, or other emerging-technology products.
• Experience managing enterprise or strategic accounts, including driving adoption of new or evolving technology.
• Exceptional communication, presentation, and relationship-building skills, including experience engaging with C-suite stakeholders.
• Strong business acumen and a consultative approach to customer interactions.
• Proven ability to work cross-functionally and influence without formal authority.
• Comfortable navigating ambiguity and adapting approaches for different stakeholders, particularly in a fast-evolving AI landscape.
• Genuine curiosity about AI, with a passion for helping customers understand, adopt, and unlock its value.
• Experience working with CRM platforms such as Salesforce, Gainsight, ChurnZero, or similar tools.

Nice to Have

• Background in Professional Services, Management Consulting, or Financial Services.
• Experience with product integrations or technical onboarding.
• Experience driving AI or other emerging technology adoption, digital transformation, or organisational change management initiatives.

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working environment with numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals to help you meet your immediate responsibilities and your long-term goals.