Customer Success Manager, Government

Thomson Reuters • Washington, DC

300d

About The Position

The Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business needs, developing tailored use cases, and ensuring successful adoption of Thomson Reuters' solutions.

Requirements

• You have a law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals.
• Experience in the courts working with judges or in a clerkship or working for government agencies, such as, the FBI, DOJ, etc.
• Experience in Customer Success, Account Management, or a related role, ideally within SaaS or subscription-based business models.
• Proven ability to understand customer-specific use cases and recommend tailored solutions that address their business challenges and objectives.
• Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legal tech.
• Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
• A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.
• Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.

Responsibilities

• Develop and Drive Use Cases: Collaborate with customers to identify their specific business challenges and design tailored use cases that demonstrate the value of Thomson Reuters' legal products.
• Drive Adoption and Value Realization: Partner with customers to ensure seamless integration of use cases into their workflows, leveraging internal training resources as needed.
• Build and Strengthen Relationships: Engage regularly with customers to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
• Provide Strategic Guidance: Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives.
• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.
• Collaborate Across Teams: Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience.

What This Job Offers

• Job Type: Full-time
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Bachelor's degree