About the role
We're looking for a client-focused Key Account Manager to lead post-sale relationships across law firms, corporates, and public-sector customers in the Southern African Development Community region.
You'll be responsible for client retention, contract renewals, upsell growth, and reducing churn across your portfolio. Working closely with Business Development Managers and Solution Specialists, you'll help customers transition smoothly from acquisition to long-term value realisation.
About the team
LexisNexis Legal & Professional serves customers in more than 150 countries and is part of RELX. We use AI and advanced technologies to help transform the business and practice of law, guided by RELX Responsible AI Principles.
Responsibilities
Account management
•Act as the primary post-sale contact for assigned customers.
•Create account plans that define retention, adoption, and expansion strategies.
•Coordinate onboarding, training, and product adoption activities.
•Build trusted relationships and strengthen customer advocacy through regular engagement and feedback.
Retention and renewals
•Maintain strong client retention across the portfolio.
•Monitor contract expiry dates and lead timely renewal negotiations.
•Identify at-risk accounts through usage analytics, engagement metrics, and customer feedback.
•Run structured renewal and win-back processes to reduce attrition.
•Deliver quarterly and annual renewal revenue targets.
Upsell and expansion
•Identify product gaps, cross-sell opportunities, and growth opportunities based on customer needs.
•Partner with Business Development Managers and Solution Specialists to position additional LexisNexis solutions.
•Deepen LexisNexis' customer footprint through proactive relationship management and value delivery.
•Support cross-functional initiatives with Marketing, Customer Success, and Product teams.
Data, reporting, and collaboration
•Maintain accurate CRM records on account usage, renewal status, pipeline activity, and opportunities.
•Provide weekly pipeline updates and renewal forecasts.
•Align with Business Development Managers on the transition from new sale to account ownership.
•Represent the customer voice in feedback loops and product roadmap discussions.
Requirements
•At least three years' experience in B2B account management or customer success, ideally in SaaS, legal technology, or compliance solutions.
•A proven record of delivering renewal and upsell revenue.
•Strong relationship management, negotiation, communication, and presentation skills.
•Confidence interpreting usage data, account performance metrics, and KPIs.
•Proficiency with Salesforce or an equivalent CRM platform.
•A bachelor's degree; Business, Communications, or Law is preferred.
•Knowledge of the SADC legal, compliance, and corporate environment.
•A self-directed, customer-focused approach and the ability to manage multiple priorities.
About the business
LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers improve productivity, make better decisions, achieve stronger outcomes, and advance the rule of law.
Work in a way that works for you
We support flexible working hours to help you balance your commitments and work when you're most productive.
Working for You
In South Africa, benefits include Medical Aid, a Retirement Plan with risk benefits, modern family benefits including adoption and surrogacy, and study leave.
