Product Success Manager, CoCounsel Legal

Thomson Reuters • Eagan, MN

1d • Hybrid

About The Position

The Product Success Manager (PSM) is primarily responsible for driving adoption, value realization, outcomes, and ROI for CoCounsel Legal customers. The PSM is also responsible for designing, maintaining, and delivering internal and external enablement around CoCounsel Legal and its enhancements. The PSM will manage customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with the growth and retention of customers. In this role, you will be a deep product expert on our AI-enabled CoCounsel Legal suite of products, requiring technical expertise. You will deliver all aspects of the customer success motion, including co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk, and retaining and growing customer relationships. You will serve as a deep product expert in event settings, develop and deliver enablement for customers and Thomson Reuters employees, build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings. You will effectively partner with internal and external stakeholders and leverage technology tools (e.g., Salesforce, Gong, Copilot) to manage client information, pipeline, and financial forecasts accurately.

Requirements

• Bachelor's degree in a relevant field (e.g., Business, Law, Computer Science, Engineering or a related discipline).
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.
• Demonstrate curiosity, learning agility, proactivity, urgency, strategic thinking, problem-solving skills, collaboration, and accountability.
• Functional/technical skills in GenAI systems, AI prompting engineering, and Agentic Workflows, particularly as they apply to legal research, drafting, and analysis.
• Understanding of legal workflows, terminology, and common challenges.

Nice To Haves

• Master's degree or J.D.
• Gong, Copilot, Claude, CoCounsel, Salesforce user experience is a plus.

Responsibilities

• Drive adoption, value realization, outcomes, and ROI for CoCounsel Legal customers.
• Design, maintain, and deliver internal and external enablement around CoCounsel Legal and its enhancements.
• Manage customers to drive performance towards strategic objectives and retention goals.
• Manage multiple projects with strong business acumen to remove obstacles interfering with customer growth and retention.
• Be a deep product expert on the AI-enabled CoCounsel Legal suite of products.
• Deliver all aspects of the customer success motion, including co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk, and retaining and growing customer relationships.
• Serve as a deep product expert in event settings, such as industry conferences, Thomson Reuters Conferences, Webinars, and virtual and in-person engagements.
• Develop and deliver enablement for customers in partnership to serve the digital strategy.
• Develop and deliver enablement to educate Thomson Reuters employees.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
• Effectively partner with all relevant internal and external partners and stakeholders.
• Leverage technology tools (e.g., Salesforce, Gong, Copilot) to manage client information, pipeline, and financial forecasts accurately.

Benefits

• Flex My Way workplace policies
• Work from anywhere for up to 8 weeks per year
• Continuous learning and skill development opportunities
• Grow My Way programming
• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing
• Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance
• Two paid volunteer days off annually
• Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives
• Market competitive health, dental, vision, disability, and life insurance programs
• Competitive 401k plan with company match
• Competitive vacation, sick and safe paid time off
• Paid holidays (including two company mental health days off)
• Parental leave
• Sabbatical leave
• Optional hospital, accident and sickness insurance paid 100% by the employee
• Optional life and AD&D insurance paid 100% by the employee
• Flexible Spending and Health Savings Accounts
• Fitness reimbursement
• Access to Employee Assistance Program
• Group Legal Identity Theft Protection benefit paid 100% by employee
• Access to 529 Plan
• Commuter benefits
• Adoption & Surrogacy Assistance
• Access to Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level