Senior Customer Success Manager

Thomson Reuters is transforming the legal industry with innovative AI technology and unmatched legal content. The Senior Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business goals and ensuring the successful adoption of Thomson Reuters' legal AI solutions.

Responsibilities:

• 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 large law firms
• Partner with customers to ensure users are trained appropriately (leveraging TR customer education managers) 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

Requirements:

• Experience in Customer Success, Consulting with legal technology, Account Management, or a related role, with leading legal tech consulting organizations or SaaS firms
• Curiosity in technology/AI developments: 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
• Legal education (Juris Doctor) or substantial experience working with legal technology, attorneys, or legal professionals preferred
• Experience with large law firms