AI & Legal Solutions CSM — Australia

Thomson Reuters; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Flex My Way policies

Grow My Way programming

Job summary

Thomson Reuters is seeking a Customer Success Manager for Australia to own outcomes for a portfolio of Australian customers using AI solutions. 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 expansion.

You’ll combine consultative leadership with project management and data-driven execution to embed AI into real legal workflows.

Qualifications

• 3+ years practising in a law firm or in-house team.
• 4+ years in Customer Success / Account Management / Implementation in B2B SaaS.
• Experience with legal software solutions.
• Working knowledge of the Australian legal market and willingness to travel domestically.

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 by embedding CoCounsel into priority workflows.
• Identify, validate, and scale new use cases; quantify ROI through metrics and QBR-style reviews.
• Manage a portfolio spanning national and mid-market law firms and corporate legal departments across Australia.
• Capture and communicate voice of the customer to TR functions including leadership, sales, proposition, 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 plans.
• Prepare and deliver project presentations and status reports to prospects and clients.

Skills

Relationship building

Executive stakeholder management

Onboarding & implementation

Adoption & enablement

Project management

Data-driven execution

ROI & QBR analysis

Cross-functional collaboration

Job description

Thomson Reuters is seeking a Customer Success Manager for Australia to own outcomes for a portfolio of Australian customers using AI solutions. 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 expansion.

You’ll combine consultative leadership with project management and data-driven execution to embed AI into real legal workflows.