[Hiring] Client Success Manager @Nexl

Role Description

Nexl is hiring a Client Success Manager to join our North American client success team: someone who can turn law firm business development expertise into real, hands-on guidance for lawyers as they adopt the platform. This is a senior, client-facing role built for someone who has law firm BD experience (as a BD Manager, Director, or Specialist) and knows first-hand how lawyers build relationships and grow business.

You’ll own onboarding, adoption, and renewal for your North American book of business, and you’ll carry real training responsibility:

• Running client calls and live sessions that help lawyers not just use Nexl, but apply stronger BD practice through it.
• This is a subject-matter-expert role, not a content-design one: you bring the law-firm BD credibility and run the sessions, while a dedicated L&D function owns the broader training program and materials.
• You’ll work in an AI-first environment, using AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across your book of business.
• You’ll partner closely with law firm BD leaders, CMOs, and lawyers, as well as Nexl’s Support, Technical, Product, and Marketing teams.

Consulting experience is a strong plus, particularly if you’ve made the move from a senior law firm BD role into an advisory context. If you’ve been part of a law firm’s BD function and want to turn that experience into helping firms actually adopt and grow with technology, this role is for you.

Requirements

• Manage a portfolio of North American law firm clients, acting as their primary point of contact post-sale.
• Lead structured onboarding experiences that drive early adoption and set clients up for long-term success.
• Run client calls and live training sessions with lawyers, translating the Nexl platform and BD best practice into guidance they can apply immediately. This is a core, ongoing part of the role.
• Conduct regular business reviews with key stakeholders, tracking progress, surfacing insights, and identifying growth opportunities.
• Monitor product usage, health scores, and engagement signals to proactively maintain client retention rates.
• Drive renewals and expansion revenue by demonstrating ongoing value and aligning Nexl’s roadmap to client priorities.
• Use AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across your book of business.
• Act as the voice of the customer internally, feeding insights to Product, Marketing, and Sales.