Customer Success Manager (Legal AI Solutions)

Thomson Reuters-posted 3 months ago

$91,000 - $169,000/Yr

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Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. Thomson Reuters acquired a leading AI startup, Casetext in 2023 and scaled up to become one of the leading AI solution providers to law firms and corporations. As part of our transformation, we are building a world-class Customer Success organization to ensure our customers achieve their goals and unlock the full value of our solutions. The Customer Success Manager will engage with customers to understand their business goals, develop tailored strategies and drive successful adoption of Thomson Reuters' legal AI solutions. The Customer Success Manager will typically focus on a portfolio of customers, actively prioritizing customers based on adoption, health and other key parameters. The Customer Success Manager will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value.

Engage regularly with senior executives to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
Jointly create success plans with customers to deliver value and outcomes from Thomson Reuters’s legal AI solutions.
Collaborate with customers to identify their specific business challenges and design tailored workflows / use cases that deliver sustained value from Thomson Reuters' legal AI solutions.
Partner with customers to help gain executive sponsorship, identify champions and define change management strategies to help transform the work of attorneys at law firms.
Ensure users are trained appropriately and define mutual strategies to grow adoption of the TR Legal AI solutions.
Capture value delivered to customers from TR Legal AI solutions, lead executive business reviews and develop the joint roadmap for success with customers.
Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.

Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals.
5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or a related role, with leading legal tech consulting organizations or SaaS firms.
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.

Flex My Way supportive workplace policies for work-life balance.
Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
Career Development and Growth through continuous learning and skill development.
Comprehensive benefit plans including flexible vacation, Mental Health Days off, retirement savings, tuition reimbursement, and employee incentive programs.
Globally recognized culture for inclusion and belonging.
Two paid volunteer days off annually and opportunities for pro-bono consulting projects.
Market competitive health, dental, vision, disability, and life insurance programs.
Competitive 401k plan with company match.
Optional hospital, accident and sickness insurance paid 100% by the employee.
Flexible Spending and Health Savings Accounts.
Fitness reimbursement and access to Employee Assistance Program.
Group Legal Identity Theft Protection benefit paid 100% by employee.
Access to 529 Plan and commuter benefits.
Adoption & Surrogacy Assistance and access to Employee Stock Purchase Plan.

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