AI & Legal Solutions — Customer Success Manager (AU)

Thomson Reuters; Australia; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work policies

Mental health days

Headspace app

Tuition reimbursement

Employee incentive programs

Job summary

Thomson Reuters Australia is seeking a Customer Success Manager to own outcomes for a portfolio of Australian clients using AI solutions. You will translate business goals into measurable success plans, drive adoption from first value to scaled rollout, and build executive relationships that enable renewals and expansion.

You’ll 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.
• 4+ years in Customer Success / Account Management / Implementation in B2B SaaS.
• Experience with legal software solutions.
• Customer experience management (onboarding, success planning, retention).
• Cross-functional collaboration and stakeholder engagement.

Responsibilities

• Build and maintain multi-threaded relationships with legal and executive stakeholders.
• Lead onboarding and implementation end-to-end for AI solutions in Australia.
• Quantify ROI and drive adoption through measurable success metrics.
• Manage a portfolio of national law firms and corporate legal departments.
• Coordinate with cross-functional teams to support trials and renewals.

Skills

Law firm experience

Customer success

B2B SaaS

Stakeholder management

Product/technical aptitude

Australian market knowledge

Travel readiness

Job description

Thomson Reuters Australia is seeking a Customer Success Manager to own outcomes for a portfolio of Australian clients using AI solutions. You will translate business goals into measurable success plans, drive adoption from first value to scaled rollout, and build executive relationships that enable renewals and expansion.

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