Senior
Customer Success Manager
- 募集ポジション
カスタマーサクセスマネージャー（Customer Success Manager）
- このポジションの魅力
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世界中で利用される知財・特許データ×アナリティクスを活用し、企業の意思決定に直接貢献
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顧客の「導入後の成功」に深く関わり、継続的な価値創出をリードできる
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営業ではなく、顧客に寄り添う長期的なパートナーシップを重視した役割
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グローバルチームと連携し、最先端のデータ・SaaSビジネスに携われる
- 会社概要
LexisNexis Intellectual Property（IP）は、特許・知財データと高度な分析技術を組み合わせ、企業の研究開発戦略および知財戦略の高度化を支援するグローバル企業です。 RELXグループの一員として、信頼性の高いデータとテクノロジーにより、顧客の競争力強化とイノベーション創出に貢献しています。
- ポジション概要
本ポジションは、LexisNexis IPソリューションをご利用いただいている顧客に対し、 導入後の活用定着・価値最大化・長期的な成功の実現を支援する役割です。 単なるサポートではなく、顧客の業務や課題を深く理解し、「どのように使えば成果につながるか」を伴走型で支援する戦略的パートナーとして活躍いただきます。
- 主な業務内容
- 導入支援・オンボーディング
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顧客の業務・目的に合わせた導入プランの設計
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利用開始初期の定着支援および活用基盤の構築
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顧客が早期に価値を実感できる状態をリード
- 活用促進・ユーザー定着支援
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利用状況の分析に基づく改善提案
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定期レビュー（Business Review）の実施
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トレーニング・勉強会・ユースケース共有の企画・実行
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顧客内での利用拡大（部門横断展開）の支援
- 顧客の成果創出（Value Realization）
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知財・R&D・戦略部門の課題に対する活用支援
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（例：競合分析、技術トレンド分析、特許戦略の高度化など）
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KPI設定および成果の可視化
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顧客の意思決定に資するインサイト創出支援
- リテンション（契約継続）の支援
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顧客満足度向上およびリスク管理
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更新に向けた価値の可視化・レポーティング
- 関係構築（エンタープライズ顧客）
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利用部門〜マネジメント層までの関係構築
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キーパーソンの発掘およびエンゲージメント強化
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顧客内での成功事例の横展開
- 社内連携・改善活動
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セールス・プロダクト・サポートとの連携
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顧客フィードバックの収集と製品改善への貢献
- 必須要件
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大卒以上
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日本語ネイティブレベル、英語ビジネスレベル（海外チームとの連携あり）
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以下いずれかの経験（目安：5年以上）
- カスタマーサクセス
- アカウントマネジメント（既存顧客中心）
- ソリューション営業（導入後支援を含む）
- 顧客課題のヒアリングおよび提案経験（コンサルティング型）
- 複数ステークホルダーを巻き込んだ業務・プロジェクト推進経験
- SaaS／データソリューションに対する理解または関心
- 歓迎要件
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知財・特許・研究開発領域に関する知識や経験
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データ分析／BIツールの活用経験
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エンタープライズ顧客対応経験（部門横断・多層組織）
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グローバル環境での業務経験
- 求める人物像
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顧客の成功に本質的に向き合い、長期的な価値提供にコミットできる方
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複雑な課題を構造的に捉え、解決に導く思考力をお持ちの方
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データやテクノロジーを活用した課題解決に興味がある方
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社内外の関係者と協働しながら主体的に行動できる方
ーEnglishー
Customer Success Manager
Are you looking to contribute directly to corporate decision-making by leveraging world-class intellectual property and patent data combined with advanced analytics? Do you want to play a key role in driving customers’ success after implementation and continuously creating value? Do you wish to focus on building long-term, customer-centric partnerships instead of sales-driven relationships? Interested in collaborating with global teams and engaging in cutting-edge data and SaaS business
About the Company LexisNexis Intellectual Property (IP) is a global provider of intellectual property data and advanced analytics solutions, empowering organizations to enhance their R&D strategies and IP intelligence. As part of the RELX Group, we combine trusted data and technology to help our customers strengthen their competitive advantage and drive innovation.
About the Role This role is responsible for ensuring the success of customers using LexisNexis IP solutions by driving product adoption, maximizing value, and supporting long-term success after implementation. Rather than providing basic support, you will act as a strategic partner, deeply understanding customer workflows and challenges, and guiding them on how to effectively leverage our solutions to achieve meaningful business outcomes.
We are seeking Someone who is genuinely committed to customer success and long-term value creation Strong analytical thinker who can structure and solve complex challenges Passion for leveraging data and technology to solve business problems A proactive team player who can collaborate effectively across internal and external stakeholders
Responsibilities
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Design and execute onboarding plans tailored to customers’ business needs and objectives
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Support early-stage adoption and establish a strong foundation for product usage
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Ensure customers achieve early value (“Time to Value”)
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Analyze usage data and provide actionable recommendations
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Conduct regular Business Reviews
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Plan and deliver training sessions, workshops, and use case sharing
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Support expansion of usage across departments within customer organizations
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Support customers in solving challenges across IP, R&D, and strategy functions(e.g., competitive analysis, technology trend analysis, patent strategy optimization)
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Define KPIs and visualize outcomes and enable data-driven decision-making
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Enhance customer satisfaction and proactively manage risks
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Demonstrate value to support renewal discussions
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Collaborate with sales teams on renewal processes
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Build strong relationships across user teams and management levels
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Identify and engage key stakeholders
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Promote and scale successful use cases within customer organizations
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Collaborate with Sales, Product, and Support teams
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Collect customer feedback and contribute to product improvements
Requirements
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Bachelor’s degree or higher
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Native-level Japanese and business-level English (collaboration with global teams required)
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5+ years of experience in one or more of the following:
- Customer Success
- Account Management (existing customers)
- Solution Sales (including post-sales support)
- Experience in consultative engagement (understanding customer challenges and proposing solutions)
- Proven ability to manage and drive projects with multiple stakeholders
- Interest in or understanding of SaaS and data-driven solutions
Preferred Qualifications
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Knowledge or experience in intellectual property, patents, or R&D domains
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Experience with data analytics or BI tools
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Experience working with enterprise customers (multi-layered organizations)
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Experience working in a global environment
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