Sydney-Based AI Solutions Customer Success Manager

Thomson Reuters; Sydney; Híbrido; AUD 110.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid Work Model

Flex My Way

Grow My Way

Headspace app

Tuition reimbursement

Two Mental Health Days off annually

Retirement savings

Employee incentive programs

Volunteer days

Descripción de la vacante

Thomson Reuters in Sydney is seeking a Customer Success Manager for AI Solutions to own a high-impact portfolio, build trusted relationships with Australian legal customers, and translate goals into actionable success plans.

You will onboard clients post-sale, identify new use cases, support Proofs of Concept, and surface insights to drive renewals and expansions across CoCounsel and related AI platforms.

This role offers a hybrid work model and a path to grow within a globally recognized team.

Formación

• Law degree is essential.
• 3+ years practicing in a law firm or in-house team, preferably including practice innovation or knowledge management experience.
• 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.

Responsabilidades

• Build trusted relationships with key stakeholders at all levels within targeted prospects and existing clients.
• Post-sale, oversee client setup and onboarding (including entitlement and training) and regularly engage with clients to identify new use cases and implement strategies to expand their return on investment from CoCounsel and related AI platforms.
• 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.
• Quickly coordinate resolution of product and other issues impacting customers’ successful use of CoCounsel.
• Prepare and deliver project presentations and project status reports to prospects and clients.

Conocimientos

Stakeholder engagement

Legal knowledge

Customer onboarding

Educación

Law degree

Herramientas

Legal software

Descripción del empleo

Thomson Reuters in Sydney is seeking a Customer Success Manager for AI Solutions to own a high-impact portfolio, build trusted relationships with Australian legal customers, and translate goals into actionable success plans.

You will onboard clients post-sale, identify new use cases, support Proofs of Concept, and surface insights to drive renewals and expansions across CoCounsel and related AI platforms.

This role offers a hybrid work model and a path to grow within a globally recognized team.