Manager, CoCounsel Customer Success

Manager, CoCounsel Customer Success

About the Role

The Manager, CoCounsel Customer Success will lead the team of Customer Success professionals who are tasked with onboarding, training, and managing the accounts of our largest CoCounsel customers in Legal Professionals. This role will lead the team by developing and implementing strategies to drive product adoption and maximize usage and provide guidance to the customer success professionals who are responsible for the day-to-day management of these accounts to ensure that customer needs are being met at all times. The Manager, CoCounsel Customer Success will work with their team members and other customer success professionals in Legal Professionals segment, as well as members of our sales teams, to develop strategic account plans for largest CoCounsel costumes and to ensure high retention rates.

As the Manager, CoCounsel Customer Success, you will:

• Lead a Customer Success team accountable for nurturing and growing existing Book of Business and client relationships

• Support globally aligned and coordinated customer engagement and support

• Relentlessly drive for high customer satisfaction and engagement improvements

• Apply a broad perspective to identify solutions to complex problems

• Drive change, innovation and accountability by executing on goals and initiatives 

• Develop, plan and set priorities in alignment with leadership and Global Key Account Director team to support overall business strategy

• Develop customer success strategies to drive and exceed retention targets and year-over-year revenue growth through retention of existing customers and creating customer alignment that supports investment and growth with Thomson Reuters

• Accurate forecasting, and customer evaluations; consistent achievement of renewal & sales targets / update of all salesforce / reporting on market and competitor activities 

• Partner with sales leadership to ensure alignment with retention and sales objectives as well as departmental ownership of talent development

• Monitor performance through call monitoring, personal interaction, activity review and other measures to ensure customers are receiving prompt, courteous and efficient service

• Collaborate and partner with sales support channels; Marketing, Field Sales, Finance, Human Resources etc; to enable maximum opportunity to successfully attain goals. 

• Proactively identify and respond to issues in the department that affect teamwork and goal attainment

• Provide innovative and creative solutions, in addition to leveraging peers, in the resolution process

About You

• J.D. is strongly preferred

• 3+ years management experience

• 2+ years experience working with AI or other SaaS software

• Deep understanding of our customers, applies knowledge of business and market dynamics to provide value-add solutions and services 

• Ability to understand when and where to make adjustments to business operations in order to meet objectives 

• Ability to understand when and where to make adjustments to business operations in order to meet objectives 

• In-depth business and industry knowledge

• Excellent demonstrated ability to engage, communicate, and create meaningful relationships at key stakeholder and C-Level

• Demonstrates strong people leadership skills

• Strong B2B business development skills, including demonstrable experience in sales/up-sell, retention and solutions development

• Highly skilled in providing effective coaching, leadership and performance management around implementing business plans, account plans, customer experience, driving awareness and adoption of our products, understanding our customer’s needs and challenges, learning and positioning new products and developing impactful sales presentation, negotiation skills and business acumen.

• Strong appreciation and understanding of the fundamentals of how law firms operate and are profitable

• Strong understanding and experience with Solution Selling/Consultative Sales

• Proven record of successful sales performance a plus 

• Exceptional verbal communication and relationship building skills 

• Excellent organizational skills 

• Ability to interact effectively with a professional client base and convey a professional demeanor during all customer exchanges 

• Ability to adapt to change 

• Proficient with office applications such as MS Office

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your