Sr. Customer Success Manager (Legal AI Solutions)

The Senior Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business needs, developing tailored solutions, and ensuring the successful adoption of Thomson Reuters' legal AI solutions. We are seeking a customer-focused professional with a passion for solving complex business challenges and driving customer success.

About the Role

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

• Strategic Relationships: Engage regularly with customers 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.

• 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 large law firms.

• 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.

• Drive Adoption and Value Realization: Partner with customers to ensure seamless integration of use cases into their workflows, leveraging internal training resources as needed.

• Provide Strategic Guidance: Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives.

• 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 fit for the role of Senior Customer Success Manager if you have the following:

• Formal legal education (Juris Doctor preferred) or substantial experience working with legal technology, attorneys, or legal professionals. For this role, we are specifically looking for those with experience with large law firms.

• You have 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.

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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, 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 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 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.

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