Thomson Reuters
Customer Success Manager (Legal AI Solutions) - Courts
Thomson Reuters, Seattle, Washington, us, 98127
Overview
Customer Success Manager (Legal AI Solutions) – Courts. The role focuses on engaging with government customers (federal/state and local courts and/or government entities) to understand their business goals, develop tailored strategies, and drive adoption of Thomson Reuters' legal AI solutions. The CSM will manage a portfolio of customers, prioritizing adoption, health, and other key parameters, using a standard playbook to actively engage throughout the customer lifecycle to deliver value. Responsibilities
Strategic Relationships: Engage regularly with government executives to understand goals and provide strategic guidance, acting as a trusted advisor throughout the customer journey. Customer Success Plan: Jointly create success plans with government personnel to deliver value and outcomes from Thomson Reuters’ legal AI solutions. Transform Legal Workflows with AI: Identify government-specific business challenges and design tailored workflows/use cases that deliver sustained value. Change Management: Help government customers gain executive sponsorship, identify champions, and define change management strategies to transform workflows. Drive Adoption: Ensure users are trained appropriately (leveraging TR customer education managers) and develop mutual strategies to grow adoption of TR Legal AI solutions. Lead Executive Business Reviews: Capture value delivered to government customers, lead executive reviews, and develop joint roadmaps for success. Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn. Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams (Product, Engineering) to influence future enhancements. About You
Formal legal education (JD) or substantial experience with legal technology, attorneys, or legal professionals; experience with state and local courts and/or government customers is preferred. 5+ years in Customer Success, Consulting with legal technology, Account Management, or related roles in legal tech or SaaS. Curiosity in technology/AI developments; familiarity with legal tech or AI-driven platforms and willingness to stay ahead of advancements in legaltech. Relationship Building: Strong interpersonal and communication skills; ability to build trusted relationships and act as a strategic advisor. Customer-Centric Mindset: Proactive, personable approach to 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 work policies, including work from anywhere for up to 8 weeks per year, to support personal responsibilities and refresh opportunities. Career Development and Growth: Emphasis on continuous learning with growth opportunities and a skills-first approach for an AI-enabled future. Industry Competitive Benefits: Comprehensive plans including flexible vacation, mental health days, Headspace, retirement savings, tuition reimbursement, and wellbeing resources. Culture: Inclusive, award-winning culture with values focused on customers, winning, challenging thinking, acting fast/learning fast, and collaboration. Social Impact: Paid volunteer days and opportunities for pro-bono and ESG initiatives. Real-World Impact: Thomson Reuters supports justice, truth, and transparency through its work with professionals and institutions worldwide. In the United States, Thomson Reuters offers a comprehensive benefits package including health, dental, vision, disability, life insurance, 401k with match, paid time off, holidays, parental leave, and additional benefits such as hospital/accident insurance options, FSAs/HSAs, and more. Pay ranges are disclosed as part of local policies; for eligible US locations the target total cash compensation range for this role is $143,500 - $266,500, inclusive of base pay and target incentives. This posting will close when applicable.
About Us
Thomson Reuters informs the way forward by combining trusted content and technology to help professionals make informed decisions. We serve across legal, tax, accounting, compliance, government, and media. We are an Equal Employment Opportunity Employer providing a drug-free workplace and accommodate qualified individuals with disabilities or religious beliefs as required by law.
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Customer Success Manager (Legal AI Solutions) – Courts. The role focuses on engaging with government customers (federal/state and local courts and/or government entities) to understand their business goals, develop tailored strategies, and drive adoption of Thomson Reuters' legal AI solutions. The CSM will manage a portfolio of customers, prioritizing adoption, health, and other key parameters, using a standard playbook to actively engage throughout the customer lifecycle to deliver value. Responsibilities
Strategic Relationships: Engage regularly with government executives to understand goals and provide strategic guidance, acting as a trusted advisor throughout the customer journey. Customer Success Plan: Jointly create success plans with government personnel to deliver value and outcomes from Thomson Reuters’ legal AI solutions. Transform Legal Workflows with AI: Identify government-specific business challenges and design tailored workflows/use cases that deliver sustained value. Change Management: Help government customers gain executive sponsorship, identify champions, and define change management strategies to transform workflows. Drive Adoption: Ensure users are trained appropriately (leveraging TR customer education managers) and develop mutual strategies to grow adoption of TR Legal AI solutions. Lead Executive Business Reviews: Capture value delivered to government customers, lead executive reviews, and develop joint roadmaps for success. Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn. Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams (Product, Engineering) to influence future enhancements. About You
Formal legal education (JD) or substantial experience with legal technology, attorneys, or legal professionals; experience with state and local courts and/or government customers is preferred. 5+ years in Customer Success, Consulting with legal technology, Account Management, or related roles in legal tech or SaaS. Curiosity in technology/AI developments; familiarity with legal tech or AI-driven platforms and willingness to stay ahead of advancements in legaltech. Relationship Building: Strong interpersonal and communication skills; ability to build trusted relationships and act as a strategic advisor. Customer-Centric Mindset: Proactive, personable approach to 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 work policies, including work from anywhere for up to 8 weeks per year, to support personal responsibilities and refresh opportunities. Career Development and Growth: Emphasis on continuous learning with growth opportunities and a skills-first approach for an AI-enabled future. Industry Competitive Benefits: Comprehensive plans including flexible vacation, mental health days, Headspace, retirement savings, tuition reimbursement, and wellbeing resources. Culture: Inclusive, award-winning culture with values focused on customers, winning, challenging thinking, acting fast/learning fast, and collaboration. Social Impact: Paid volunteer days and opportunities for pro-bono and ESG initiatives. Real-World Impact: Thomson Reuters supports justice, truth, and transparency through its work with professionals and institutions worldwide. In the United States, Thomson Reuters offers a comprehensive benefits package including health, dental, vision, disability, life insurance, 401k with match, paid time off, holidays, parental leave, and additional benefits such as hospital/accident insurance options, FSAs/HSAs, and more. Pay ranges are disclosed as part of local policies; for eligible US locations the target total cash compensation range for this role is $143,500 - $266,500, inclusive of base pay and target incentives. This posting will close when applicable.
About Us
Thomson Reuters informs the way forward by combining trusted content and technology to help professionals make informed decisions. We serve across legal, tax, accounting, compliance, government, and media. We are an Equal Employment Opportunity Employer providing a drug-free workplace and accommodate qualified individuals with disabilities or religious beliefs as required by law.
#J-18808-Ljbffr