Director, AI Customer Success

Thomson Reuters•Toronto, ON

3d•Hybrid

About The Position

The Director, AI Customer Success will lead Thomson Reuters' AI customer success strategy across Canada, acting as a senior leader and trusted partner to our most strategic customers. This position is open due to an existing vacancy to support our evolving business needs. We are seeking a dynamic, customer-obsessed leader with a passion for AI innovation, a deep understanding of the Canadian market, and a proven track record of building and scaling high-performing customer success teams. In the role of Director, AI Customer Success, you will: Define and Drive AI Customer Success Strategy: Lead the development and execution of a national customer success strategy focused on AI adoption, ensuring customers realize measurable value from Thomson Reuters' AI-powered solutions Lead and Develop a Customer Success Team: Build, mentor, and inspire a team of Customer Success professionals across Canada, fostering a culture of accountability, growth, and customer obsession Own Strategic Customer Relationships: Serve as an executive-level point of contact for Thomson Reuters' most strategic Canadian accounts, providing senior guidance and building long-term partnerships with key stakeholders. Champion AI Adoption and Value Realization: Partner with customers and internal teams to design scalable frameworks for AI use case development, workflow integration, and measurable outcome tracking Drive Retention and Growth: Oversee the health of the Canadian customer portfolio, setting targets and leading initiatives to reduce churn, increase satisfaction, and identify expansion opportunities across accounts Advocate for the Canadian Market: Act as the voice of the Canadian customer base, bringing market-specific insights and customer feedback to internal stakeholders including Product, Engineering, and Executive Leadership to influence roadmap and strategy Collaborate Cross-Functionally at a Senior Level: Partner with Sales, Marketing, Support, and Product leadership across Canada and globally to align on customer objectives, go-to-market strategies, and a seamless end-to-end customer experience

Requirements

Demonstrated experience leading and scaling customer success, account management, or professional services teams, ideally within a SaaS or subscription-based environment.
A law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals, with particular exposure to large law firms in the Canadian market is strongly preferred
A strong understanding of AI-driven platforms and legal technology, with the ability to articulate complex AI concepts to both technical and non-technical audiences and stay ahead of emerging trends
Proven ability to develop and execute customer success strategies at scale, translating business objectives into actionable programs that drive adoption, retention, and growth
Exceptional interpersonal and communication skills, with a track record of building trusted, long-term relationships with senior and C-suite stakeholders
Ability to leverage customer health metrics, usage data, and business insights to prioritize team efforts, identify risks, and report on portfolio performance to senior leadership
Experience collaborating and influencing at a senior level across Sales, Product, Marketing, and Support to drive alignment and deliver a cohesive customer experience
Familiarity with the Canadian legal landscape and business environment, including any relevant regional nuances, is strongly preferred

Nice To Haves

Experience managing managers is an asset

Responsibilities

Define and Drive AI Customer Success Strategy: Lead the development and execution of a national customer success strategy focused on AI adoption, ensuring customers realize measurable value from Thomson Reuters' AI-powered solutions
Lead and Develop a Customer Success Team: Build, mentor, and inspire a team of Customer Success professionals across Canada, fostering a culture of accountability, growth, and customer obsession
Own Strategic Customer Relationships: Serve as an executive-level point of contact for Thomson Reuters' most strategic Canadian accounts, providing senior guidance and building long-term partnerships with key stakeholders.
Champion AI Adoption and Value Realization: Partner with customers and internal teams to design scalable frameworks for AI use case development, workflow integration, and measurable outcome tracking
Drive Retention and Growth: Oversee the health of the Canadian customer portfolio, setting targets and leading initiatives to reduce churn, increase satisfaction, and identify expansion opportunities across accounts
Advocate for the Canadian Market: Act as the voice of the Canadian customer base, bringing market-specific insights and customer feedback to internal stakeholders including Product, Engineering, and Executive Leadership to influence roadmap and strategy
Collaborate Cross-Functionally at a Senior Level: Partner with Sales, Marketing, Support, and Product leadership across Canada and globally to align on customer objectives, go-to-market strategies, and a seamless end-to-end customer experience