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Thomson Reuters · 1 hour ago

Customer Success Manager (Legal AI Solutions) - Global & Large Law Firms

San Francisco, CA

Full-time

Hybrid

Mid, Senior Level

$91K/yr - $169K/yr

5+ years exp

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

AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware

Responsibilities

Engage regularly with senior executives to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey

Jointly create success plans with customers to deliver value and outcomes from Thomson Reuters’s legal AI solutions

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

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

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

Capture value delivered to customers from TR Legal AI solutions, lead executive business reviews and develop the joint roadmap for success with customers

Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction

Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features

Qualification

Legal Education (JD)Customer Success ExperienceLegal Technology FamiliarityCustomer-Centric MindsetRelationship BuildingCollaboration

Required

Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals

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 legal tech

Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers

A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction

Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey

Preferred

Global and Large Law experience is highly preferred

Benefits

Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities

Comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing

Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more

Two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives

Market competitive health, dental, vision, disability, and life insurance programs

Competitive 401k plan with company match

Competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave

Optional hospital, accident and sickness insurance paid 100% by the employee

Optional life and AD&D insurance paid 100% by the employee

Flexible Spending and Health Savings Accounts

Fitness reimbursement

Access to Employee Assistance Program

Group Legal Identity Theft Protection benefit paid 100% by employee

Access to 529 Plan

Commuter benefits

Adoption & Surrogacy Assistance