AI-Legal Solutions Customer Success Manager (Australia)

Reuters; Australia; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Flexibility & Work-Life Balance

Hybrid Work Model

Career Development

Job summary

Thomson Reuters, Australia, seeks a Customer Success Manager to own outcomes for a portfolio of Australian customers using AI solutions. Translate business goals into measurable success plans, drive adoption from first value to scaled rollout, and build executive-level relationships that support renewals and expansions.

You will combine consultative customer leadership, strong project management, and data-driven execution to embed AI into real legal workflows, based in Australia.

Qualifications

• 3+ years practising in a law firm or in-house team, preferably including practice innovation or knowledge management experience.
• 4+ years in Customer Success / Account Management / Implementation in B2B SaaS (or comparable client-facing role), owning onboarding, adoption, and retention outcomes.
• Experience with legal software solutions.
• Customer experience (onboarding, success planning and retention management).
• Cross collaboration, experience working across different functions and successful stakeholder engagement.
• Product/technical aptitude: ability to quickly learn about AI platforms, translate business goals into use cases and troubleshoot/common triage before handoff.
• Working knowledge of the Australian legal market and willingness to travel domestically as required.
• A proactive, data-driven Customer Success professional who can engage credibly with senior legal stakeholders and confidently drive change within complex organisations.
• You combine strategic relationship management with disciplined execution, helping customers move seamlessly from onboarding to adoption, measurable business outcomes, long-term retention, and growth.

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 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 national and mid-market law firms and corporate legal departments across Australia, tailoring adoption approaches to local practice areas, content sets, and regulatory expectations.
• 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.
• 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 & 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.

Skills

Legal industry experience

Customer success

Onboarding & adoption

Stakeholder management

AI platforms familiarity

Cross-functional collaboration

Data-driven decision making

Australian legal market knowledge

Education

Law degree (preferred)

Job description

Thomson Reuters, Australia, seeks a Customer Success Manager to own outcomes for a portfolio of Australian customers using AI solutions. Translate business goals into measurable success plans, drive adoption from first value to scaled rollout, and build executive-level relationships that support renewals and expansions.

You will combine consultative customer leadership, strong project management, and data-driven execution to embed AI into real legal workflows, based in Australia.