AI Legal Solutions: Customer Success Manager – Australia

Thomsonreuters; Sydney; Hybrid; AUD 150,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Career development

Mental health days

Tuition reimbursement

Job summary

Thomson Reuters is seeking a Customer Success Manager in Australia to own outcomes for a portfolio of legal 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 drive renewals and expansion.

You will lead onboarding and ongoing adoption, embedding CoCounsel into priority legal workflows, while coordinating cross-functional teams and delivering ROI-focused

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 (onboarding, success planning and retention management).
• Cross collaboration across functions and stakeholder engagement.

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 AI into workflows.
• Identify, validate, and scale new use cases; quantify ROI through defined metrics and reviews.
• Manage a portfolio across Australia, tailoring adoption to local practice areas and regulatory expectations.
• Capture and communicate voice of the customer to relevant Thomson Reuters functions.
• Support targeted deals by facilitating proofs of concept and trials.
• Coordinate cross-functional resolution and maintain proactive communication, timelines, and risk plans.
• Prepare and deliver project presentations and status reports.

Skills

Law firm/Legal ops experience

B2B SaaS / Customer Success

Stakeholder management

Onboarding & adoption

AI platforms knowledge

Education

Legal qualifications (preferred)

Bachelor's degree in a related field

Job description

Thomson Reuters is seeking a Customer Success Manager in Australia to own outcomes for a portfolio of legal 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 drive renewals and expansion.

You will lead onboarding and ongoing adoption, embedding CoCounsel into priority legal workflows, while coordinating cross-functional teams and delivering ROI-focused