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

About the Role

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

• 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' legal AI solutions.
• Transform Legal Workflows with AI:
  Collaborate with customers to identify 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 transform the work of attorneys at law firms.
• Drive Adoption:
  Ensure users are trained appropriately and define mutual strategies to grow adoption of the TR Legal AI solutions.
• Lead Executive Business Reviews:
  Capture value delivered to customers, lead executive business reviews and develop the joint roadmap for success.
• 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 to influence future enhancements and features.

You are a great fit for the role of Senior Customer Success Manager if you have the following:

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals. Global and Large Law experience is highly preferred.
• 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 legaltech.
• 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.

• Flexibility & Work-Life Balance: Flex My Way policies, including work from anywhere for up to 8 weeks per year, to support personal and professional responsibilities.
• Career Development and Growth: Growth-focused programs and a skills-first approach to develop and thrive in an AI-enabled future.
• Industry Competitive Benefits: Comprehensive benefits including flexible vacation, mental health days, retirement savings, tuition reimbursement, and wellbeing resources.
• Culture: Inclusive, globally recognized culture with values focused on customers, competition, thinking, speed, and teamwork.
• Social Impact: Volunteer days and opportunities to engage in pro-bono and ESG initiatives.
• Making a Real-World Impact: Contribute to justice, truth, and transparency by helping professionals and institutions you serve.

In the United States, Thomson Reuters offers a comprehensive benefits package including healthcare, retirement plans, paid time off, and additional voluntary benefits. This posting will close on 02/05/2026.

Thomson Reuters informs the way forward by bringing together trusted content and technology. We serve professionals across legal, tax, accounting, compliance, government, and media. We are an Equal Employment Opportunity Employer and provide reasonable accommodations as required by law. Learn more at