Customer Success Manager; Legal AI Solutions - Global & Law Firms

Position: Customer Success Manager (Legal AI Solutions) - Global & Large Law Firms
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** Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. Thomson Reuters acquired a leading AI startup, Casetext in 2023 and scaled up to become one of the leading AI solution providers to law firms and corporations. As part of our transformation, we are building a world-class Customer Success organization to ensure our customers achieve their goals and unlock the full value of our solutions.
** About the Role
** 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. The Customer Success Manager will typically focus on a portfolio of customers, actively prioritizing customers based on adoption, health and other key parameters. The Customer Success Manager will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value.

In the role of Customer Success Manager, you will focus on:

Customer Success Plan:
Jointly create success plans with customers to deliver value and outcomes from Thomson Reuters’s legal AI solutions.  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.

You are a great fit for the role of Senior Customer Success Manager if you have the following:
* Global and Large Law experience is highly preferred.

Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals.  You have 5+ years of Consulting with legal technology, Account Management, or a related role, with leading legal tech consulting organizations or SaaS firms. experience in Customer Success, Curiosity in technology/AI developments:
Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legaltech.

Relationship Building:
Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.

Collaboration:

Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.
** 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 Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
** Industry Competitive Benefits:
** We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
** Social Impact:
** Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
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