Customer Success Team Lead

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 serve 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. LexisNexis Product Sign-In | Legal & Professional

About The Role

The Customer Success Team Lead drives the full post-sales commercial strategy for LexisNexis Middle East. This role focuses on building and operationalizing the post-sales model—defining team structure, coverage, playbooks, health metrics, and performance frameworks—while owning revenue growth and retention.

You will lead Account Managers and Customer Success teams, act as executive sponsor for key accounts, and represent the customer voice to internal product and content teams

Responsibilities

Revenue & Portfolio Ownership

• Own retention, up-sell, and cross-sell performance across the full Middle East customer portfolio
• Achieve portfolio revenue growth targets
• Drive a disciplined renewal cadence and expansion pipeline, with full visibility from forecast to close
  
  

• Define and implement the post-sales organisational structure, including role segmentation between Account Management and Customer Success functions
• Set customer segmentation criteria, coverage ratios, and capacity planning models to ensure scalable, cost-effective delivery
• Establish clear ownership boundaries between CS, AM, and Sales to eliminate gaps and redundancy in the customer journey
  
  

• Build and maintain playbooks for renewal, expansion, and adoption
• Design and operationalise health scoring and churn risk frameworks, integrated with CRM and reporting infrastructure
• Define and enforce reporting standards, KPIs, and performance management frameworks across the post-sales function
  
  

• Participate in a select number of strategic accounts as executive sponsor, providing senior-level relationship support and escalation coverage
• Ensure strategic accounts receive appropriate internal prioritisation, resource allocation, and executive visibility
  
  

• Own the formal feedback loop between customers and internal content, product, and technology teams
• Synthesise customer intelligence into actionable product and content recommendations; represent customer needs in internal planning processes
• Contribute to the regional go-to-market and product roadmap discussions as a senior commercial stakeholder
  
  

• Lead, coach, and develop a team of Account Managers and Customer Success Managers; build bench strength for the regions growth ambitions
• Foster a culture of accountability, customer centricity, and continuous improvement
• Build a scalable system (processes, tools, and people) that supports the team as the portfolio grows
  
  

• Proven experience in Customer Success, Account Management, or Commercial roles within B2B SaaS, legal tech, or information services
• 3+ years leading and coaching teams, with a strong focus on performance and development
• Track record of driving portfolio revenue growth and improving post-sales functions
• Strong commercial acumen with ability to turn customer insights into revenue actions
• Experience with sales methodologies (e.g. MEDDIC or similar)
• Exposure to AI-driven products and understanding of adoption, value, and retention dynamics
• Data-driven mindset, comfortable with CRM tools (Salesforce preferred) and customer analytics
• Ability to design and improve processes, playbooks, and operating models
• Strong stakeholder management and executive presence
• Proven ability to work cross-functionally with Sales, Product, and Content teams
• Fluent in English; Arabic is a plus
  
  

• Medical insurance and air ticket allowance
• Competitive performance-linked compensation
• 25 days annual leave
• Hybrid working model