Remote Customer Success Manager - Legal AI Solutions

Thomson Reuters; Eagan (MN); On-site; USD 93,200 - 172,900; Full time

Benefits offered by this job

Flexible work policy

Grow My Way program

Headspace access

401(k) plan with company match

Mental health days (2)

Job summary

Thomson Reuters is building a world-class Customer Success organization to ensure customers achieve their goals and unlock the full value of our legal AI solutions. The Customer Success Manager will engage with a portfolio of customers, prioritizing by adoption and health, and will use a standard playbook to proactively manage the customer lifecycle.

This is a remote position open to any US location, with responsibilities that include strategic relationship management, adoption growth, and

Qualifications

• 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.
• Curiosity in technology/AI developments and willingness to stay ahead of advancements in legaltech.
• Relationship-building with customers and ability to act as a strategic advisor.
• Customer-centric mindset focused on measurable outcomes and satisfaction.
• Collaboration across Sales, Product, Marketing, and Support teams.
• Ability to travel once a month.

Responsibilities

• Engage with customers to understand their business goals and drive adoption of Thomson Reuters' legal AI solutions.
• Develop tailored strategies and jointly create success plans with customers.
• Identify business challenges and design tailored workflows/use cases delivering sustained value.
• Partner with customers to gain executive sponsorship and align change management efforts.
• Ensure users are trained and define mutual strategies to grow adoption of TR Legal AI solutions.
• Lead executive business reviews and develop joint roadmaps for success.
• Proactively address customer needs, identify expansion opportunities, and reduce churn.
• Represent the voice of the customer to influence product and engineering.

Skills

Strategic relationships

Customer success planning

AI-driven workflows

Change management

Adoption growth

Executive business reviews

Retention and satisfaction

Voice of the customer

Relationship building

Customer-centric mindset

Cross-functional collaboration

Willingness to travel

Education

JD or equivalent experience

Job description

Thomson Reuters is building a world-class Customer Success organization to ensure customers achieve their goals and unlock the full value of our legal AI solutions. The Customer Success Manager will engage with a portfolio of customers, prioritizing by adoption and health, and will use a standard playbook to proactively manage the customer lifecycle.

This is a remote position open to any US location, with responsibilities that include strategic relationship management, adoption growth, and