Thomson Reuters
Customer Success Manager (Legal AI Solutions)
Thomson Reuters, San Francisco, California, United States, 94199
Overview
Customer Success Manager (Legal AI Solutions) at Thomson Reuters. Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. The company acquired Casetext in 2023 and scaled up to become a leading AI solution provider to law firms and corporations. 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 role focuses on a portfolio of customers, prioritizing based on adoption, health and other key parameters. You will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value. Responsibilities
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: Identify business challenges and design tailored workflows / use cases that deliver sustained value from the solutions. Change Management: Help gain executive sponsorship, identify champions and define change management strategies for transforming legal workflows. Drive Adoption: Ensure users are trained appropriately and define mutual strategies to grow adoption of the TR Legal AI solutions. Lead Executive Business Reviews: Capture value delivered, lead executive reviews and develop the joint roadmap for success with customers. Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and reduce churn. Advocate for Customer Needs: Share feedback with internal teams (Product, Engineering) to influence future enhancements and features. About You
Formal legal education (JD) or substantial experience with legal technology, attorneys, or legal professionals. 5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or related roles in leading legal tech or SaaS firms. Curiosity in technology/AI developments and familiarity with legal tech or AI-driven platforms. Relationship Building: Strong interpersonal and communication skills with the ability to act as a strategic advisor. Customer-Centric Mindset: Proactive problem-solving with a focus on measurable outcomes and customer satisfaction. Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams. What’s in it For You?
Flexibility & Work-Life Balance: Flexible policies including work from anywhere for up to 8 weeks per year. Career Development: Growth opportunities through continuous learning and a skills-first approach. Industry Competitive Benefits: Comprehensive benefits including flexible vacation, mental health days, retirement, tuition reimbursement, and wellbeing resources. Culture: Inclusive culture with values focused on Customers, Winning, Thinking, Fast Action, and Stronger Together. Social Impact: Paid volunteer days and pro-bono/community initiatives. Real-World Impact: Work to uphold justice, truth, and transparency by helping professionals and institutions. Pay and benefits information: In the United States, Thomson Reuters offers a comprehensive benefits package and a target total cash compensation range for this role of $91,000 - $169,000. This post will close on 09/27/2025, subject to location and qualifications. About Us
Thomson Reuters informs the way forward by combining trusted content and technology across legal, tax, accounting, compliance, government, and media. Reuters is a world-leading provider of trusted journalism and news. We have 26,000 employees across 70+ countries and are committed to equal opportunity and accommodating qualified individuals with disabilities or religious beliefs as required by law. We are an Equal Employment Opportunity Employer and strive for diversity and inclusion. Learn more about our accommodation process and about Thomson Reuters on thomsonreuters.com.
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Customer Success Manager (Legal AI Solutions) at Thomson Reuters. Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. The company acquired Casetext in 2023 and scaled up to become a leading AI solution provider to law firms and corporations. 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 role focuses on a portfolio of customers, prioritizing based on adoption, health and other key parameters. You will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value. Responsibilities
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: Identify business challenges and design tailored workflows / use cases that deliver sustained value from the solutions. Change Management: Help gain executive sponsorship, identify champions and define change management strategies for transforming legal workflows. Drive Adoption: Ensure users are trained appropriately and define mutual strategies to grow adoption of the TR Legal AI solutions. Lead Executive Business Reviews: Capture value delivered, lead executive reviews and develop the joint roadmap for success with customers. Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and reduce churn. Advocate for Customer Needs: Share feedback with internal teams (Product, Engineering) to influence future enhancements and features. About You
Formal legal education (JD) or substantial experience with legal technology, attorneys, or legal professionals. 5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or related roles in leading legal tech or SaaS firms. Curiosity in technology/AI developments and familiarity with legal tech or AI-driven platforms. Relationship Building: Strong interpersonal and communication skills with the ability to act as a strategic advisor. Customer-Centric Mindset: Proactive problem-solving with a focus on measurable outcomes and customer satisfaction. Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams. What’s in it For You?
Flexibility & Work-Life Balance: Flexible policies including work from anywhere for up to 8 weeks per year. Career Development: Growth opportunities through continuous learning and a skills-first approach. Industry Competitive Benefits: Comprehensive benefits including flexible vacation, mental health days, retirement, tuition reimbursement, and wellbeing resources. Culture: Inclusive culture with values focused on Customers, Winning, Thinking, Fast Action, and Stronger Together. Social Impact: Paid volunteer days and pro-bono/community initiatives. Real-World Impact: Work to uphold justice, truth, and transparency by helping professionals and institutions. Pay and benefits information: In the United States, Thomson Reuters offers a comprehensive benefits package and a target total cash compensation range for this role of $91,000 - $169,000. This post will close on 09/27/2025, subject to location and qualifications. About Us
Thomson Reuters informs the way forward by combining trusted content and technology across legal, tax, accounting, compliance, government, and media. Reuters is a world-leading provider of trusted journalism and news. We have 26,000 employees across 70+ countries and are committed to equal opportunity and accommodating qualified individuals with disabilities or religious beliefs as required by law. We are an Equal Employment Opportunity Employer and strive for diversity and inclusion. Learn more about our accommodation process and about Thomson Reuters on thomsonreuters.com.
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