In this final instalment of our Lexis+ AI mini-series we spoke with Sarah Wilson, Head of Customer Success at LexisNexis UK about her role, how she helps customers and what project she’s most proud of.
Tell me a little about your role at LexisNexis
I’m responsible for making sure our customers get full value from their investment in our solutions and that goes way beyond post-sale support. We build proactive, strategic partnerships that drive adoption, deliver real results, and earn long-term trust. Day-to-day, I lead the team that helps customers bring our technology to life, from implementation and workflow embedding to continuously finding new ways to get the most out of it. It’s also a true leadership role. For me, that means setting a culture built on empathy, curiosity, and accountability. A big part of my focus is on how we can work smarter internally to make sure our Customer Success Managers have everything they need to help customers succeed so it becomes part of the way people research, draft and validate their work. When our customers thrive, so do we.
What do you enjoy most about working in customer success?
What I enjoy most is seeing the real difference our work makes for people. It’s incredibly rewarding to read feedback highlighting how our Customer Success team is making a genuine impact on our customers’ daily lives. Customer Success sits right at the crossroads of relationships, strategy, and innovation. One day the team might be guiding a customer through a complex implementation; the next, they’re sharing insights that shape our products.
I’ve always loved problem-solving, so getting to collaborate with such talented and inspiring colleagues is a real highlight, not just within my own team, but across Data, Marketing, and Product. Everyone brings their expertise to the table, and together we find creative ways to deliver better solutions and move our strategy forward.
“What I enjoy most is seeing the real difference our work makes for people”
How do you help customers drive adoption and manage change?
A lot of what we do is about partnership. We’re not here just to deliver solutions and move on, we aim to become part of our customers’ day-to-day world. Every implementation starts with understanding their goals, workflows, and definition of success. From there, we build an adoption plan that brings everything together: onboarding, tailored training for different roles, and ongoing engagement powered by data insights. We focus on where the workflow sticks or breaks, and help teams build simple habits that keep usage consistent.
It’s an oversimplification to think adoption is all about technology. It’s about people. That’s why we focus on driving change: finding and supporting champions within firms, communicating the benefits clearly and showing the real value it brings. We also use data to spot where engagement might dip so we can step in early and offer support. Our goal is simple. We want customers to want to use our solutions, not feel like they have to.
“We want customers to want to use our solutions, not feel like they have to”
Are customers able to influence the development roadmap? (e.g. are innovative ideas drawn from customers to add new functionalities?)
Absolutely. Our customers are at the heart of everything we do. They’re experts in their fields, and their feedback keeps us grounded in the real world of legal work. Because our Customer Success Managers spend so much time with end users, they’re well placed to spot what’s working well and where there’s room to improve. We work closely with our Product teams to turn that insight into action. When a customer flags a workflow challenge or shares a new idea, it’s taken seriously. Our teams review it alongside broader market trends to help shape what comes next. A lot of that feedback is about Protégé workflows, in the moments where people switch between tasks, making it easier to move from finding an answer to drafting and checking it in one place. It’s often about making that end-to-end journey smoother. It’s a great example of how collaboration keeps our products evolving in ways that genuinely make a difference.
Are there any difficulties customers face? If so, how do you normally help them to overcome those difficulties?
The “pain of change” is definitely real. Legal professionals work under huge pressure, so finding time to adopt new tools isn’t easy, especially if it feels like another system to learn, rather than a workflow improvement. There’s often a natural hesitation to change long-standing practices, especially where accuracy and precedent matter. That’s where we come in. We focus on making change simple and relevant. Our Customer Success Managers work closely with key in-house contacts and end users to show the measurable benefits like saving hours of research time, reducing manual work, and minimising risk. When people can see those tangible wins, the transition feels far more worthwhile.
“We focus on making change simple and relevant”
Are there any projects you’re particularly proud of? (e.g. one where customer success person helped customer overcome change management difficulties to increase adoption -> making customer happy/delivering value)
There are several that stand out, all linked by a common theme: the desire to make people’s lives easier.
One of the team’s most memorable success stories started as a crisis. An early product launch caught one of our long-standing customers off guard, and their key contact went into panic mode. Instead of letting the situation escalate, we took a calm, human approach: reassuring them, walking through the changes, and creating a short video to help their team understand what was new.
After many people watched the video, we followed up with hands-on workshops to build confidence. What began as frustration turned into genuine collaboration. Today, that same customer who once resisted any training is one of our strongest advocates. It’s a complete turnaround built on trust, transparency, and support.
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