Customer Success Manager (Legal AI Solutions) - Global & Large Law Firms
Thomson Reuters, Paterson, NJ, United States
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 has 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 role typically focuses on a portfolio of customers, actively prioritizing them based on adoption, health, and other key parameters. The manager will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value.
Responsibilities
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 or use cases that deliver sustained value from Thomson Reuters’ legal AI solutions.
Change Management: Partner with customers to 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 and define 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 Senior Customer Success Manager if you have the following:
Formal legal education (JD) or substantial experience working with legal technology.
Global and Large Law experience is highly preferred.
5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or a related role.
Curiosity in technology/AI developments and willingness to stay ahead of advancements in legaltech.
Relationship Building: Strong interpersonal and communication skills, proven ability to build trusted relationships and act as a strategic advisor to customers.
Customer-Centric Mindset: Proactive, personable approach to problem‑solving, focusing 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 up to once a month.
Benefits
Flexibility & Work‑Life Balance:
Flex My Way policies and up to 8 weeks remote per year.
Career Development and Growth:
Grow My Way programming and a skills‑first approach that enables you to grow, lead, and thrive in an AI‑enabled future.
Industry Competitive Benefits:
Comprehensive benefits including flexible vacation, two company‑wide Mental Health Days off, Headspace, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture:
Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, and work‑life balance.
Social Impact:
Two paid volunteer days off annually and participation in pro‑bono consulting projects and ESG initiatives.
Real-World Impact:
Helping customers pursue justice, truth, and transparency.
Compensation:
Total cash compensation range $93,100 – $172,900 USD for eligible US locations.
Equal Employment Opportunity Thomson Reuters is an Equal Employment Opportunity Employer providing a drug‑free workplace. We make reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law. Learn more on how to request an accommodation here.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information about Thomson Reuters can be found on thomsonreuters.com.
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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 role typically focuses on a portfolio of customers, actively prioritizing them based on adoption, health, and other key parameters. The manager will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value.
Responsibilities
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 or use cases that deliver sustained value from Thomson Reuters’ legal AI solutions.
Change Management: Partner with customers to 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 and define 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 Senior Customer Success Manager if you have the following:
Formal legal education (JD) or substantial experience working with legal technology.
Global and Large Law experience is highly preferred.
5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or a related role.
Curiosity in technology/AI developments and willingness to stay ahead of advancements in legaltech.
Relationship Building: Strong interpersonal and communication skills, proven ability to build trusted relationships and act as a strategic advisor to customers.
Customer-Centric Mindset: Proactive, personable approach to problem‑solving, focusing 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 up to once a month.
Benefits
Flexibility & Work‑Life Balance:
Flex My Way policies and up to 8 weeks remote per year.
Career Development and Growth:
Grow My Way programming and a skills‑first approach that enables you to grow, lead, and thrive in an AI‑enabled future.
Industry Competitive Benefits:
Comprehensive benefits including flexible vacation, two company‑wide Mental Health Days off, Headspace, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture:
Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, and work‑life balance.
Social Impact:
Two paid volunteer days off annually and participation in pro‑bono consulting projects and ESG initiatives.
Real-World Impact:
Helping customers pursue justice, truth, and transparency.
Compensation:
Total cash compensation range $93,100 – $172,900 USD for eligible US locations.
Equal Employment Opportunity Thomson Reuters is an Equal Employment Opportunity Employer providing a drug‑free workplace. We make reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law. Learn more on how to request an accommodation here.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information about Thomson Reuters can be found on thomsonreuters.com.
#J-18808-Ljbffr