Senior 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.

About the Role

The Senior Customer Success Manager will act as a trusted advisor to customers focusing on understanding their business goals developing tailored solutions and ensuring the successful adoption of Thomson Reuters l egal AI solutions. The Senior Customer Success Manager will work with a small number of large and complex customers to build and execute a customized engagement approach that will drive adoption and value.

In the role of Senior 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 c ustomer journey .

Customer Success Plan : Jointly create success plans with customers to deliver value and outcomes from Thomson Reuterss l egal 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 large law firms.

Drive Adoptio n : 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 Senior Customer Success Manager if you have the following :

F ormal legal education (JD) or substantial experience working with l egal technology attorneys or legal professionals. For this role we are specifically looking for those with experience with large law firms.

Y ou have 10 years of experience in Customer Success Consulting with legal technology Account Management or a related role wit h leading legal tech consulting organizations or Saa S firms.

Curiosity in technology / AI developments : Familiarity with legal technology or AI-driven platforms with a willingness to stay ahead of advancements in legaltech.

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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Whats 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 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.

• 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 $121800 - $226200. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individuals knowledge skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 12 / 21 / 2025.

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.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. 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 : 121800 - 226200