Customer Success Manager (Legal AI Solutions)

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 up 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.

The Customer Success Manager will engage with customers to understand their businessgoals 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.

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 Reuterss 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 (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 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

You are a great fit for the role of Customer Success Manager if you have the following :

#LI-BS1

Whats in it For You

Hybrid Work Model : Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

Flexibility & Work-Life Balance : Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our 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 tomorrows 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 to include 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 (Y)our Thinking Act Fast / Learn Fast and Stronger Together.

Social Impact : Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.

Making a Real-World Impact : We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.

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 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 exceeds 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex / gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Thomson Reuters makes reasonable accommodations for applicants with disabilities including veterans with disabilities and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process you may contact our Human Resources Department at . Disability accommodations in the recruiting process may include things like a sign language interpreter making interview rooms accessible providing assistive technology or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here .

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More information about Thomson Reuters can be found on .

Required Experience :

Manager

Key Skills

Organizational Management,Presentation Skills,Agile,SAFe,AWS,Solution Architecture,Conflict Management,Data Management,Scrum,Team Management,Pre-sales,Management Consulting

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 91000 - 169000