Customer Success Manager (Legal AI Solutions)

Thomson Reuters is transforming the legal industry through trusted legal content, expertise, and innovative AI technology. The Customer Success Manager will manage customer relationships, develop success plans, drive adoption of legal AI solutions, support workflow transformation and change management, and improve retention and satisfaction. The role also involves leading executive business reviews and communicating customer feedback to internal product and engineering teams.

Responsibilities:

• Strategic Relationships: Engage regularly with senior executives to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey
• Customer Success Plan: Jointly create success plans with customers to deliver value and outcomes from Thomson Reuters’s legal AI solutions
• Transform Legal Workflows with AI: 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
• Change Management: 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
• Drive Adoption: 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
• Lead Executive Business Reviews: Capture value delivered to customers from TR Legal AI solutions, lead executive business reviews and develop the joint roadmap for success with customers
• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features

Requirements:

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals
• You have 5+ years of 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
• Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers
• Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction
• Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey
• Travel expected is 25%