Strategic CSM — AI & Legal Solutions

Thomson Reuters; Dubai; On-site; AED 140,000 - 210,000; Full time

Benefits offered by this job

Hybrid Work Model

Career Development & Growth

Industry Competitive Benefits

Flexible Vacation & wellbeing programs

Social Impact & Volunteer Days

Job summary

Thomson Reuters in Dubai seeks a Customer Success Manager to own outcomes for a portfolio across the Middle East & Africa, translating business goals into measurable success plans and embedding AI into legal workflows.

You will lead onboarding, drive adoption, build executive relationships, and partner with Sales to pursue renewals and expansions, while tracking ROI and customer health. The role requires 4+ years in CS/AM, fluent English, travel willingness, and cross‑functional collaboration.

Qualifications

• 4+ years in Customer Success / Account Management / Implementations 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.
• 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 AI into priority legal workflows.
• Proactively identify, validate, and scale new use cases; quantify and communicate ROI through agreed success metrics and quarterly business reviews.
• Manage a portfolio spanning international and regional law firms and corporate legal departments across the MEA region.
• Coordinate with third-party implementation partners and resellers to protect delivery quality, timelines, and customer experience.

Skills

Customer Success

Onboarding

Account Management

Stakeholder Management

English Fluency

Willingness to Travel

Job description

Thomson Reuters in Dubai seeks a Customer Success Manager to own outcomes for a portfolio across the Middle East & Africa, translating business goals into measurable success plans and embedding AI into legal workflows.

You will lead onboarding, drive adoption, build executive relationships, and partner with Sales to pursue renewals and expansions, while tracking ROI and customer health. The role requires 4+ years in CS/AM, fluent English, travel willingness, and cross‑functional collaboration.