AI‑Driven Legal Solutions — Customer Success Lead

Thomsonreuters; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Flex My Way hours

Career development and growth

Industry competitive benefits

Culture and inclusion

Job summary

Thomson Reuters is hiring a Customer Success Manager to own outcomes for Australian customers using AI solutions. You will translate business goals into measurable success plans, drive adoption from initial value to scaled rollout, and build executive relationships that support renewals and expansion.

You will combine consultative leadership, project management, and data‑driven execution to embed AI into legal workflows.

Qualifications

• 3+ years practising in a law firm or in‑house team with innovation or KM experience.
• 4+ years in Customer Success / Account Management / Implementation in B2B SaaS, owning onboarding, adoption and retention.
• Experience with legal software solutions.
• Customer experience from onboarding to retention management.

Responsibilities

• Build and maintain multi-threaded relationships across legal, innovation, KM, IT and leadership; align executive stakeholders on measurable outcomes.
• Lead onboarding and implementation end‑to‑end; drive ongoing adoption and embedding AI into workflows.
• Quantify ROI through defined success metrics and quarterly business reviews.
• Manage a portfolio across national law firms and corporate legal departments in Australia; tailor adoption to local practice areas.

Skills

Relationship management

Executive stakeholder management

Project management

SaaS onboarding

Education

Legal qualification preferred

Tools

CRM software

Job description

Thomson Reuters is hiring a Customer Success Manager to own outcomes for Australian customers using AI solutions. You will translate business goals into measurable success plans, drive adoption from initial value to scaled rollout, and build executive relationships that support renewals and expansion.

You will combine consultative leadership, project management, and data‑driven execution to embed AI into legal workflows.