Customer Success Manager (Legal AI Solutions) - Global & Large Law Firms

PowerToFly; Deutschland; Hybrid; EUR 77.000 - 144.000; Vollzeit

Zusammenfassung

A leading legal technology firm in Germany is seeking a Customer Success Manager to engage with customers, develop tailored strategies, and drive successful adoption of legal AI solutions. The ideal candidate has a formal legal education, 5+ years in Customer Success, and demonstrates strong relationship-building skills. This role offers flexibility, competitive benefits, and opportunities for career growth within a globally recognized culture of inclusion.

Leistungen

Flexibility & Work-Life Balance

Career Development and Growth

Comprehensive benefit plans

Social Impact opportunities

Qualifikationen

• 5+ years of experience in Customer Success, Consulting with legal technology, or Account Management.
• Global and large law experience is highly preferred.
• Experience working cross-functionally with Sales, Product, Marketing, and Support teams.

Aufgaben

• Engage with customers to understand their business goals and develop tailored strategies.
• Jointly create success plans with customers to deliver value from AI solutions.
• Lead executive reviews and develop joint roadmap for success with customers.

Kenntnisse

Relationship Building

Customer-Centric Mindset

Strong interpersonal and communication skills

Curiosity in technology/AI developments

Ausbildung

Formal legal education (JD)

Substantial experience in legal technology

Jobbeschreibung

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. Thomson Reuters acquired a leading AI startup, Casetext, in 2023 and scaled it to become one of the leading AI solution providers to law firms and corporations. As part of our transformation, we are building a world‑class Customer Success organization to ensure our customers achieve their goals and unlock the full value of our solutions.

About the Role

The Customer Success Manager will engage with customers to understand their business goals, develop tailored strategies, and drive successful adoption of Thomson Reuters’ legal AI solutions. The role focuses on a portfolio of customers, prioritizing based on adoption, health, and other key parameters, and uses a standard CSM playbook to proactively engage throughout the customer lifecycle, grow adoption, and deliver value.

Focus Areas

• Strategic Relationships: Engage senior executives to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
• Customer Success Plan: Jointly create success plans with customers to deliver value and outcomes from Thomson Reuters’ legal AI solutions.
• Transform Legal Workflows with AI: Collaborate with customers to identify specific business challenges and design tailored workflows/use cases that deliver sustained value.
• Change Management: Partner with customers to secure executive sponsorship, identify champions, and define change management strategies to transform the work of attorneys.
• Drive Adoption: Ensure users are trained appropriately (leveraging TR customer education managers) and define strategies to grow adoption of the TR Legal AI solutions.
• Lead Executive Business Reviews: Capture value delivered, lead executive reviews, and develop the joint roadmap for success with customers.
• Enhance Retention and Satisfaction: Proactively address customer needs, identify expansion opportunities, and develop strategies to reduce churn and drive satisfaction.
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.

About You

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals.
• Global and large law experience is highly preferred.
• 5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or a related role, with leading legal tech consulting organizations or SaaS firms.
• Curiosity in technology/AI developments: Familiarity with legal technology or AI‑driven platforms, with a willingness to stay ahead of advancements in legal tech.
• Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
• Customer‑Centric Mindset: A proactive, personable approach to problem‑solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.
• Collaboration: Experience working cross‑functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.

What’s in it For You?

• Flexibility & Work‑Life Balance: Flex My Way and supportive workplace policies designed to help manage personal and professional responsibilities.
• Career Development and Growth: Foster continuous learning and skill development with grow‑my‑way programming and a skills‑first approach.
• Industry‑Competitive Benefits: Comprehensive benefit plans, flexible vacation, mental health days off, Headspace app, retirement savings, tuition reimbursement, and employee incentive programs.
• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more.
• Social Impact: Two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and ESG initiatives.
• Making a Real‑World Impact: Help uphold the rule of law and provide trusted, unbiased information worldwide.

Target total cash compensation range for this role is $91,000 USD – $169,000 USD.

We are an Equal Employment Opportunity Employer. For more information on how to protect yourself from fraudulent job postings, see https://thomsonreuters.com/fraud‑alert.