Product Success Manager, CoCounsel Legal

Overview

Are you passionate about building meaningful relationships and empowering customers to achieve their goals, while driving success for both them and the company? Product Success is not just a function or team at Thomson Reuters, but also our reason for doing business. The PSM is primarily responsible for driving adoption, value realization, outcomes and ROI to our CoCounsel Legal customers. The PSM is also responsible for designing, maintaining, and delivering internal and external enablement around CoCounsel Legal and its enhancements.

The PSM will manage customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with growth and retention of customers.

• Be a deep product expert on our AI-enabled CoCounsel Legal suite of products. Must be a technical expert.
• Deliver all aspects of the customer success motion in combination with deep CoCounsel Legal product expertise, including, but not limited to: co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customers' relationship with Thomson Reuters.
• Serve as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements.
• Develop and deliver enablement for customers in partnership to serve our digital strategy.
• Develop and deliver enablement to educate Thomson Reuters employees.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
• Effectively partner with all relevant internal and external partners and stakeholders.
• Leverage technology tools (e.g., Salesforce, Gong, Copilot) to manage client information, pipeline, and financial forecasts accurately.

• Bachelor's degree in a relevant field (e.g., Business, Law, Computer Science, Engineering or related discipline).
• Master's degree or J.D. is a plus.
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.
• Demonstrated skills: curiosity, learning agility, proactive, ability to work with urgency, strategic thinking, problem solving, collaboration, accountability.
• Gong, Copilot, Claude, CoCounsel, Salesforce user experience is a plus.
• Functional/technical skills in GenAI systems, AI prompting engineering, and Agentic Workflows; particularly as they apply to legal research, drafting, and analysis.
• Understanding of legal workflows, terminology, and common challenges.
• Ability to travel 25%.

• Flexibility & Work-Life Balance:
  Flex My Way programs and flexible work arrangements, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth:
  Grow My Way programming and a skills-first approach to prepare for an AI-enabled future.
• Industry Competitive Benefits:
  Comprehensive plans including retirement, health, dental, vision, life insurance, paid time off, parental leave, and additional wellbeing programs.
• Culture:
  Inclusive, flexible, recognized for belonging and a focus on customer-first values.
• Social Impact:
  Paid volunteer days and opportunities to engage in ESG initiatives.

Travel:
Ability to travel up to 25% of the time.