Customer Success Manager

LexisNexis Risk Solutions is a fast-growing technology company focused on transforming customer interactions with digital solutions. The Customer Success Manager is responsible for delivering a seamless customer experience across a portfolio of accounts, including onboarding, implementation, retention, and growth.

Responsibilities:

• Become an expert in Flyreel’s product and what it means to deliver real customer success
• Own the full customer lifecycle, including onboarding, training, implementation, support, account management, renewals, expansions, and advocacy
• Act as the primary point of contact for customers, including handling escalations and critical issues
• Coordinate and manage the end-to-end solution implementation process
• Establish and maintain consistent customer engagement and communication practices
• Schedule and lead regular customer status calls, documenting clear actions, owners, and timelines
• Monitor and manage key account metrics
• Partner with Customer Operations to ensure ongoing service delivery and support
• Align Customer Success activities with both customer and organizational goals
• Provide data-driven insights to increase product adoption and maximize customer value
• Develop customer-specific workflows to address unique challenges
• Act as the voice of the customer internally, influencing Product, Marketing, and Sales
• Collaborate cross-functionally to support overall Customer Success objectives

Requirements:

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Proven track record of managing customer relationships, driving retention, and identifying growth opportunities
• Strong written and verbal communication skills
• Highly organized with strong attention to detail and record-keeping
• Ability to manage multiple priorities in a fast-paced environment
• Strong stakeholder management skills, with the ability to communicate across technical and non-technical audiences
• Analytical mindset with strong problem-solving and critical thinking skills
• Comfortable working with software platforms, tools, and systems
• Collaborative team player with strong cross-functional partnership experience
• Customer-first mindset with a proactive and empathetic approach
• Strong project management skills, including prioritization and expectation setting