Customer Success Manager; AI & Legal Solutions Job Singapore,Business

Position: Customer Success Manager (AI & Legal Solutions)

Job Description Ready to turn trusted professional-grade AI products into real, measurable outcomes for Singapore legal customers? Thomson Reuters are hiring a Customer Success Manager to own outcomes for a portfolio of Singapore customers using AI solutions translating business goals into measurable success plans, driving adoption from first value to scaled rollout, and building executive-level relationships that make renewals and expansion a natural next step.

You'll combine consultative customer leadership, strong project management, and data-driven execution to embed AI into real legal workflows. This role will be based in Singapore.

Key Responsibilities

Build and maintain multi-threaded relationships across legal, innovation, KM, IT, and leadership; develop champions and align exec stakeholders on measurable outcomes
Lead onboarding and implementation end-to-end (entitlements, training, rollout planning), then drive ongoing adoption by embedding CoCounsel into priority legal workflows and practice group routines. Proactively identify, validate, and scale new use cases; quantify and communicate ROI through agreed success metrics and Q
-style business reviews
Capture and communicate voice of the customer to relevant TR functions including leadership, strategy, sales, proposition, presales, customer success, marketing and product teams. Support targeted deals by supporting Proofs of Concept and facilitated trials. Coordinate cross-functional resolution and maintain proactive communication, timelines, and risk mitigation plans
Prepare and deliver project presentations and project status reports to prospects and clients
Value realization: define success outcomes with each customer, build success plans, and deliver measurable impact (time saved, workflow adoption, matter coverage, user activation)
Adoption at scale: drive end-user enablement and "day-to-day" usage through role-based training, champions, and repeatable adoption plays
Customer health & renewal readiness: monitor product usage and sentiment, identify risks early, and execute recovery plans to protect retention
Expansion signal creation: uncover new use cases, broaden stakeholder alignment, and partner with Sales to progress expansions
Voice-of-customer: turn customer insights into actionable feedback for Product, Proposition, and GTM teams

Required Qualifications

Legal qualification (e.g., Law Degree) preferred
We also welcome candidates with strong B2B SaaS Customer Success experience supporting legal customers, legal operations, KM, practice innovation, or regulated/professional services environments
3+ years practising in a law firm or in-house team, preferably including practice innovation or knowledge management experience
4+ years in Customer Success / Account Management / Implementation in B2B SaaS (or comparable client-facing role), owning onboarding, adoption, and retention outcomes
Customer experience (onboarding, success planning and retention management)
Cross collaboration – experience working across different functions and successful stakeholder engagement
Product/technical aptitude: ability to quickly learn about AI platforms, translate business goals into use cases and troubleshoot/common triage before handoff

Preferred Qualifications

Experience with legal software solutions

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What’s in it For You?

Hybrid Work Model:
We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Flexibility & Work-Life Balance:
Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance
Career Development and Growth:
By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our…