Customer Success Manager - AI & Legal Solutions

Thomson Reuters; United Arab Emirates; Hybrid; AED 250,000 - 380,000; Full time

Benefits offered by this job

Hybrid work model

Grow My Way development program

Headspace mental wellness app access

Two paid volunteer days per year

Mental Health Days

Job summary

Thomson Reuters is seeking a Customer Success Manager for AI & Legal Solutions in the Middle East & Africa. You will manage onboarding, adoption, and renewal, aligning executive stakeholders to measurable outcomes while scaling use-cases across diverse legal departments.

You will lead training, coordinate with partners, and drive ROI through QBR-style reviews, supporting cross-functional teams to ensure high customer health and expansion opportunities.

Qualifications

• 4+ years in Customer Success / Account Management / Implementation in B2B SaaS (or comparable client-facing role).
• Experience supporting legal customers or working in a legal/regulatory environment.
• Ownership of the customer lifecycle: onboarding, success planning, retention management.

Responsibilities

• Build and maintain multi-threaded relationships across legal innovation, KM, IT and leadership.
• Lead onboarding and implementation end-to-end with measurable outcomes.
• Drive ongoing adoption by embedding CoCounsel into priority workflows and practice group routines.

Skills

Customer success management

B2B SaaS

Stakeholder management

English fluency

Travel willingness

Legal domain experience

Education

Law degree preferred

Tools

CRM systems (Salesforce)

Data analytics tools

Job description

Key Responsibilities

In this opportunity as Customer Success Manager AI amp Legal Solutions Middle East amp Africa you will 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 What you ll own Outcomes Value realisation define success outcomes with each customer build success plans and deliver measurable impact time saved workflow adoption matter coverage user activation Adoption at scale drive end-user enablement and day-to-day usage through role-based training champions and repeatable adoption plays Customer health amp renewal readiness monitor product usage and sentiment identify risks early and execute recovery plans to protect retention Expansion signal creation uncover new use cases broaden stakeholder alignment and partner with Sales to progress expansions Voice-of-customer turn customer insights into actionable feedback for Product Proposition and GTM teams You re a proactive metrics-driven Customer Success Manager who can operate credibly with senior legal stakeholders and confidently drive change inside complex organisations You blend consultative relationship management with structured execution turning onboarding into adoption and adoption into measurable outcomes retention and growth You re comfortable working across markets at different stages of maturity You re a fit for the role of Customer Success Manager AI amp Legal Solutions Middle East amp Africa if you have the following qualifications

What s in It For You

Hybrid Work Model

We ve adopted a flexible hybrid working environment 2-3 days a week in the office depending on the role for our office-based roles while delivering a seamless experience that is digitally and physically connected

Flexibility amp Work-Life Balance

Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance

Career Development and Growth

By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrow s challenges and deliver real-world solutions Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future

Industry Competitive Benefits

We offer 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

Culture

Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more We live by our values Obsess over our Customers Compete to Win Challenge Y our Thinking Act Fast Learn Fast and Stronger Together

Social Impact

Make an impact in your community with our Social Impact Institute We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance ESG initiatives Making a Real-World Impact We are one of the few companies globally that helps its customers pursue justice truth and transparency Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world

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.Preferred qualifications :Legal qualification (e.g., law degree) and/or 3+ years practising in a law firm or in-house legal team.Practice innovation, knowledge management, or legal operations experience.Hands-on experience with legal software or AI-enabled legal solutions.Experience operating across the Middle East and Africa, or in comparable emerging and high-growth markets, with a working understanding of local legal markets, regulatory environments, and buying cycles.Arabic or French language skills.#LI-KL1