Customer Success Manager (Legal AI Solutions)

workflows/useThomson 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 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

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 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 (leveraging TR customer educ...