Customer Success Manager (Legal AI Solutions)

Customer Success Manager

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. 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 customers 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

• 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 / 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 help transform the work of attorneys at law firms.
• Drive Adoption : Partner with customers to ensure users are trained appropriately and define mutual strategies to grow adoption of the TR Legal AI solutions.
• Lead Executive Business Reviews : Capture value delivered to customers from TR Legal AI solutions, lead executive business reviews and develop the joint roadmap for success with customers.
• 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, including Product and Engineering, to influence future enhancements and features.

About You

What's in it For You?

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceed the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits : optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $91,000 - $169,000. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual's knowledge, skills and...