Customer Success Manager (Legal AI Solutions)

Thomson Reuters; Ann Arbor (MI); Remote; USD 91,000 - 169,000; Full time

Job summary

A leading legal technology firm is seeking a Customer Success Manager to drive adoption of innovative legal AI solutions. You will engage with customers to understand their goals and create success plans that enhance their experience with the firm's products. The ideal candidate has a legal education and significant experience in customer success within the legal technology sector. This remote role offers a comprehensive benefits package and significant growth opportunities.

Benefits

Flexible vacation

Two company-wide Mental Health Days off

Tuition reimbursement

Employee incentive programs

Qualifications

• 5+ years of experience in Customer Success, Consulting or Account Management.
• Strong interpersonal and communication skills.
• Experience with legal technology or AI-driven platforms.

Responsibilities

• Engage regularly with senior executives to understand their goals.
• Create success plans with customers.
• Drive user adoption of AI solutions.

Skills

Legal knowledge

Customer Success experience

Relationship building

Curiosity in technology/AI

Collaboration skills

Education

Formal legal education (JD)

Job description

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. Thomson Reuters acquired Casetext in 2023 and scaled up to become a leading AI solution provider 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.

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 Customer Success Manager will typically focus on a portfolio of customers, actively prioritizing based on adoption, health and other key parameters. The Customer Success Manager will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value.

This is a remote position and is open to any US location.

About the Role

In the role of Customer Success Manager, you will focus on:

• Strategic Relationships: Engage regularly with 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's legal AI solutions.

• Transform Legal Workflows with AI: Collaborate with customers to identify their specific business challenges and design tailored workflows or use cases that deliver sustained value from Thomson Reuters' legal AI solutions.

• Change Management: Partner with customers to help gain executive sponsorship, identify champions and define change management strategies to transform the work of attorneys at law firms.

• Drive Adoption: Partner with customers to ensure users are trained appropriately (leveraging TR customer education managers) and define mutual strategies to grow adoption of the TR Legal AI solutions.

• Lead Executive Business Reviews: Capture value delivered to customers, lead executive business reviews and develop the joint roadmap for success.

• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, 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 to influence future enhancements and features.

About You

You are a great fit for the role if you have the following:

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals.

• 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 legaltech.

• 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.

#LI-BS1

What's in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities. This includes flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Your) Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer two paid volunteer days off annually and opportunities to participate in pro-bono consulting projects and ESG initiatives.

• Making a Real-World Impact: We help customers pursue justice, truth, and transparency, supporting the rule of law and trusted information globally.

In the United States, Thomson Reuters offers a comprehensive benefits package including health, dental, vision, disability, and life insurance; a 401k with company match; paid time off; and additional benefits described in the posting. The target total cash compensation range for this role is $91,000 - $169,000, inclusive of base pay and target incentives. Pay is based on knowledge, skills, experience, and internal equity. This job posting will close.

About Us

Thomson Reuters informs the way forward by bringing together trusted content and technology to help professionals make informed decisions. We serve across legal, tax, accounting, compliance, government, and media. Our products combine software and insights to empower professionals and help institutions pursue justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news.

We are 26,000 employees across more than 70 countries, offering flexible work environments. We seek talented, qualified employees in all operations worldwide regardless of race, color, sex/gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification. Thomson Reuters is an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs as required by law. More information on requesting an accommodation is available here. Learn more about protecting yourself from fraudulent job postings here. More information about Thomson Reuters can be found at thomsonreuters.com.