Customer Success Manager; Legal AI Solutions

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.

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.

• 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.

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals.
• 2+ 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.

• 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…