Customer Success Manager - AI for Legal (MEA, Hybrid)

Thomson Reuters; Dubai; Hybrid; AED 180,000 - 270,000; Full time

Benefits offered by this job

Hybrid work model

Flex My Way

Career development

Competitive benefits

Culture & inclusion

Social impact

Job summary

Reuters is seeking a Customer Success Manager for AI & Legal Solutions in Dubai, UAE. You will own outcomes for a portfolio of legal customers across the Middle East and Africa, translating client objectives into measurable success plans and driving adoption from first value to production rollout.

You'll combine consultative leadership with project management to embed AI into legal workflows, build executive relationships, and collaborate with Sales, Propositions, and Product teams to protect

Qualifications

• 4+ years in Customer Success / Account Management / Implementation in B2B SaaS.
• Experience supporting legal customers, or working within a legal or regulated professional services environment.
• 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 and practice group routines.
• 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, tailoring adoption approaches to local practice areas, content sets, and regulatory expectations.
• 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

Implementation

B2B SaaS

Stakeholder Management

English Proficiency

Travel Readiness

Education

Law degree or legal qualification

Legal operations experience

Knowledge management

AI in legal solutions

MEA market experience

Arabic or French language

Tools

AI platforms

Legal software

Job description

Reuters is seeking a Customer Success Manager for AI & Legal Solutions in Dubai, UAE. You will own outcomes for a portfolio of legal customers across the Middle East and Africa, translating client objectives into measurable success plans and driving adoption from first value to production rollout.

You'll combine consultative leadership with project management to embed AI into legal workflows, build executive relationships, and collaborate with Sales, Propositions, and Product teams to protect