Senior Customer Success Manager, Legal AI

Thomson Reuters•Chicago, IL

22h•$123,200 - $228,800

About The Position

The Senior Customer Success Manager serves as a trusted advisor to a small number of large and complex customers, focusing on their business goals and on successful adoption of Thomson Reuters' legal AI solutions. The role develops and executes customized engagement approaches that drive adoption and customer value. The position works with senior customer executives and other stakeholders to create success plans, transform legal workflows using AI, support change management, encourage user adoption, and measure delivered value. It also leads executive business reviews, develops joint roadmaps, addresses customer needs to support retention and satisfaction, identifies expansion opportunities, and brings customer feedback to internal Product and Engineering teams. The role requires formal legal education (JD) or substantial experience with legal technology, attorneys, or legal professionals, specifically including experience with large law firms. Candidates must have at least 10 years of experience in customer success, legal technology consulting, account management, or a related role, and be able to travel 25%.

Requirements

Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals; experience with large law firms is specifically sought.
10 or more years of experience in Customer Success, consulting with legal technology, Account Management, or a related role, including experience with leading legal tech consulting organizations or SaaS firms.
Ability to travel 25%.

Nice To Haves

Familiarity with legal technology or AI-driven platforms and willingness to stay current with developments in legal technology.
Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic customer advisor.
A proactive, personable approach to problem-solving focused on measurable outcomes and customer satisfaction.
Experience collaborating cross-functionally with Sales, Product, Marketing, and Support teams.

Responsibilities

Engage regularly with senior executives to understand their goals and provide strategic guidance throughout the customer journey.
Jointly create customer success plans to deliver value and outcomes from Thomson Reuters' legal AI solutions.
Collaborate with customers to identify business challenges and design tailored workflows and use cases that deliver sustained value.
Partner with customers to gain executive sponsorship, identify champions, and define change management strategies for transforming attorneys’ work at large law firms.
Partner with customers to ensure users receive appropriate training, leveraging Thomson Reuters customer education managers, and define strategies to grow adoption.
Capture value delivered, lead executive business reviews, and develop joint customer success roadmaps.
Proactively address customer needs, identify expansion opportunities, and develop strategies to reduce churn and improve satisfaction.
Represent customer needs by sharing feedback with internal teams, including Product and Engineering, to influence product enhancements and features.

Benefits

Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
Flexible vacation and paid time off, sick and safe time off, and paid holidays, including two company mental health days.
Access to the Headspace app and an Employee Assistance Program.
Retirement savings plan with company 401(k) match.
Tuition reimbursement.
Employee incentive programs.
Health, dental, vision, disability, and life insurance; optional hospital, accident and sickness, and life and AD&D insurance are also available at employee cost.
Flexible Spending and Health Savings Accounts.
Fitness reimbursement.
Parental leave and sabbatical leave.
Adoption and surrogacy assistance.
Employee Stock Purchase Plan.
Commuter benefits.
Two paid volunteer days annually and opportunities for pro-bono consulting and ESG initiatives.
Resources and programs supporting mental, physical, and financial wellbeing.