Customer Success Manager - Lexology PRO
Centellic Open · verified Oct 18, 2026 Hybrid London Full-time Manager Customer Success
At a glance
Manager-level Customer Success role at Centellic. London · full-time · no salary stated · we estimate £55,000–£110,000.
Estimated pay
Centellic has not published a salary for this role. The figure below is our estimate, not theirs.
£55,000 – £110,000
What the middle half of mid-level customer success roles in London paid, among postings that did state a salary.
Worked out from 21 postings that stated pay, median £70,000. Last updated Oct 18, 2026.
RoleCustomer Success
SeniorityManager
LocationLondon
WorkplaceHybrid
EmploymentFull-time
PostedSep 10, 2026 · 5w ago
Role brief
growthroles summary, based on the employer's posting.
What you'll do
- Manage onboarding, success plans and engagement for an assigned Lexology PRO and SPG customer portfolio
- Build trusted connections with users, decision-makers and commercial stakeholders throughout the customer lifecycle
- Use ChurnZero to track usage, engagement and health, then address risks before they affect retention
- Run customer reviews, training and tailored programmes that strengthen product adoption and customer value
- Share customer insight across Sales, Product, Marketing, Support and Retention to improve experiences and uncover expansion
What you bring
- You have customer-facing B2B experience, with customer success or account management work required
- You communicate clearly, build relationships well and stay organised across a customer portfolio
- You take a proactive, customer-focused and commercially aware approach to account decisions
- You can use data and customer insight to choose priorities and improve customer outcomes
- You have used a customer success platform such as ChurnZero, Gainsight or Planhat
Who this fits
This role suits someone who enjoys owning ongoing B2B customer relationships, improving adoption and protecting renewals. You’ll work across teams and use customer health information to guide action. The position is based in London with a hybrid setup.
From the employer
The Customer Success Manager (CSM) is responsible for managing a portfolio of Lexology PRO and SPG customers, ensuring they realise value from their investment and achieve their business objectives. The role is accountable for driving customer retention, product adoption, engagement, and overall customer satisfaction throughout the customer lifecycle.
Working closely with customers, the CSM develops trusted relationships, delivers proactive success planning, identifies risks and opportunities, and helps customers maximise the value of the platform. Success is measured through customer outcomes, Gross Revenue Retention (GRR), engagement levels, renewal performance, and the identification of expansion opportunities.
The CSM team leverages ChurnZero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement, and support data-driven decision making. The role collaborates closely with Sales, Product, Marketing, Support, and Retention teams to ensure customer needs are understood, issues are resolved efficiently, and customers receive a consistent and high-quality experience.
As part of the Customer Excellence organisation, the CSM contributes to the continuous improvement of customer success processes, best practices, and scalable engagement programmes that support customer growth and long-term retention.
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic? At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
Working closely with customers, the CSM develops trusted relationships, delivers proactive success planning, identifies risks and opportunities, and helps customers maximise the value of the platform. Success is measured through customer outcomes, Gross Revenue Retention (GRR), engagement levels, renewal performance, and the identification of expansion opportunities.
The CSM team leverages ChurnZero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement, and support data-driven decision making. The role collaborates closely with Sales, Product, Marketing, Support, and Retention teams to ensure customer needs are understood, issues are resolved efficiently, and customers receive a consistent and high-quality experience.
As part of the Customer Excellence organisation, the CSM contributes to the continuous improvement of customer success processes, best practices, and scalable engagement programmes that support customer growth and long-term retention.
- Manage customer onboarding, success plans and engagement across an allocated portfolio.
- Build relationships with users, decision-makers and commercial stakeholders.
- Monitor usage, engagement and customer health, acting early to mitigate risk.
- Deliver customer reviews, training and tailored initiatives that increase adoption and value.
- Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.
- Maintain accurate account records and contribute to team knowledge sharing and improvement.
- Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
- Strong communication, relationship-building and organisational skills.
- A proactive, customer-focused and commercially aware approach.
- Confidence using data and customer insight to prioritise actions and improve outcomes.
- Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.
- Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.
- Gross Revenue Retention (GRR)
- Renewal rates and churn reduction
- Product adoption and utilisation
- Customer engagement and health score improvements
- Customer Satisfaction (CSAT)
- Percentage of customers enrolled in digital journeys and automated engagement programmes
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic? At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
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