Customer Success Manager; Legal AI Solutions - Law

Position: Customer Success Manager (Legal AI Solutions) - Small Law
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** Customer Success Manager (Legal AI Solutions) - Small Law page is loaded## Customer Success Manager (Legal AI Solutions) - Small Lawremote type:
Hybrid locations:
United States of America, Eagan, Minnesota time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
April 3, 2026 (30+ days left to apply) job requisition :
JREQ
195885

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.

** This is a remote position and is open to any US location.*
* ** About the Role
** In the role of
** Customer Success Manager**, you will focus on:
* 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.
** About You
** You are a great fit for the role of
** Customer Success Manager
** if you have the following:
* 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 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.
* Ability to travel once a month.#LI-BS1
* ** Hybrid Work Model:
** We’ve adopted a flexible…