Customer Success Manager (Legal AI Solutions) - Global & Large Law Firms

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. 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.

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 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