About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).
About the Role
The Key Account Manager (KAM) is responsible for post-sale relationship management, focusing on client retention, upsell growth, and contract renewals across Kenya’s law firms, corporates, and public sector clients. The role works in close partnership with the Business Development Manager (BDM) to ensure smooth customer transition from acquisition to long-term account management. The KAM is accountable for driving net revenue retention (NRR) and reducing churn within assigned accounts.
Responsibilities
- Maintain client retention rate across the portfolio.
- Achieve upsell and renewal revenue targets on a quarterly and annual basis.
- Deepen LexisNexis’ footprint through proactive relationship building and value delivery.
- Partner with BDMs and Solution Specialists to identify cross-sell opportunities.
- Maintain accurate and timely CRM data on usage, renewal status, and pipeline activity.
- Strengthen client advocacy through continuous engagement and feedback loops.
Account Management
- Serve as the primary point of contact for existing customers post-sale.
- Develop account plans that define retention and expansion strategies per client.
- Assist with coordinating onboarding, training, and adoption of LexisNexis products.
Retention & Renewal
- Monitor contract expiry dates and lead timely renewal negotiations
- Identify at-risk accounts through usage analytics and engagement metrics.
- Implement structured renewal and win-back processes to reduce attrition.
Upsell & Expansion
- Identify product gaps and growth opportunities based on client needs.
- Partner with BDMs to position additional LexisNexis solutions.
- Support cross-functional initiatives (marketing, customer success, product).
Data & Reporting
- Maintain complete account records in CRM (Salesforce preferred).
- Deliver weekly pipeline and renewal forecasts.
Collaboration
- Align with the BDM on transition from new sale to account ownership.
- Work with Product and Customer Success teams to ensure adoption and satisfaction.
- Represent the customer voice in feedback loops and roadmap discussions
Requirements
- Minimum 3 years in B2B account management or customer success, ideally in SaaS, legal tech, or compliance solutions.
- Proven record in renewal and upsell revenue delivery.
- Excellent relationship management, negotiation, and communication skills.
- Strong analytical skills; comfortable interpreting usage data and KPIs.
- CRM proficiency (Salesforce or equivalent).
- Bachelor’s degree required; business, communications, or law preferred.
- Strong understanding of Kenya’s legal, compliance, and corporate environment.
- Self-directed, client-focused, and able to manage multiple priorities.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working Pattern
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
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 know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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