AI & Legal Customer Success Manager — MEA

Thomson Reuters; Dubai; On-site; AED 200,000 - 350,000; Full time

Benefits offered by this job

Hybrid Work Model

Flex My Way

Career Development

Industry Benefits

Culture & Belonging

Social Impact

Job summary

Thomson Reuters in Dubai, United Arab Emirates, seeks a Customer Success Manager AI & Legal Solutions for the Middle East & Africa to own outcomes for a diverse customer portfolio. You will translate business goals into measurable success plans, drive adoption from first value to scaled rollout, and build executive-level relationships that support renewals and expansions.

Youll combine consulting leadership, project management and data-driven execution to embed AI into legal workflows.

Qualifications

• 4 years in Customer Success / Account Management / Implementation in B2B SaaS (or comparable client-facing role) owning onboarding adoption and retention outcomes.
• Experience supporting legal customers or working within a legal or regulated professional services environment (law firm in-house legal team legal operations knowledge management practice innovation or legal technology).
• Demonstrated ownership of the customer lifecycle: onboarding success planning and retention management.
• Cross-functional collaboration and stakeholder engagement including with channel and implementation partners.
• Product/technical aptitude: ability to quickly learn AI platforms translate business goals into use cases and triage common issues before handoff.
• Fluent written and spoken English.
• Willingness to travel regularly across the Middle East and Africa.

Responsibilities

• Build and maintain multi-threaded relationships across legal, innovation, KM, IT and leadership; develop champions and align executive stakeholders on measurable outcomes.
• Lead onboarding and implementation end-to-end (entitlements, training, rollout planning) then drive ongoing adoption by embedding CoCounsel into priority legal workflows.
• Proactively identify, validate, and scale new use cases; quantify and communicate ROI through agreed success metrics and QBR-style business reviews.
• Manage a portfolio spanning international and regional law firms and corporate legal departments across the Middle East and Africa; tailor adoption approaches to local practice areas.
• Work effectively across multiple countries, cultures and time zones adapting engagement to markets at different stages of legal technology maturity.
• Coordinate with third-party implementation partners and resellers operating in the region to protect delivery quality, timelines and the customer experience.
• Capture and communicate voice of the customer to relevant TR functions including leadership, strategy, sales, proposition, presales, customer success, marketing and product teams.
• Support targeted deals by supporting Proofs of Concept and facilitated trials.
• Coordinate cross-functional resolution and maintain proactive communication timelines and risk mitigation plans.
• Prepare and deliver project presentations and project status reports to prospects and clients.

Skills

Customer Success

Account Management

Onboarding & Implementation

B2B SaaS

Legal Tech

Stakeholder Management

English Fluency

Job description

Thomson Reuters in Dubai, United Arab Emirates, seeks a Customer Success Manager AI & Legal Solutions for the Middle East & Africa to own outcomes for a diverse customer portfolio. You will translate business goals into measurable success plans, drive adoption from first value to scaled rollout, and build executive-level relationships that support renewals and expansions.

Youll combine consulting leadership, project management and data-driven execution to embed AI into legal workflows.