Thomson Reuters
Customer Success Manager (Legal AI Solutions) - Courts
Thomson Reuters, Phoenix, Arizona, United States, 85003
Overview
Customer Success Manager (Legal AI Solutions) – Courts at Thomson Reuters. Join to apply for the Customer Success Manager (Legal AI Solutions) – Courts role at Thomson Reuters. The role focuses on engaging government customers (Federal or State and Local courts and/or government) to drive adoption of TR Legal AI solutions, understanding customer goals, and delivering value through tailored strategies and a standard CSM playbook across the customer lifecycle. Customers will be on the West Coast. Responsibilities
Strategic Relationships: Engage regularly with government executives to understand their 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 specific business challenges and design tailored workflows/use cases that deliver sustained value from TR Legal AI solutions. Change Management: Partner with government customers to gain executive sponsorship, identify champions, and define change management strategies. Drive Adoption: Ensure users are trained appropriately (leveraging TR customer education managers) and define strategies to grow adoption of the TR Legal AI solutions. Executive Business Reviews: Capture value delivered, lead executive business reviews, and develop joint roadmaps for success with customers. Enhance Retention and Satisfaction: Proactively address customer needs, identify expansion opportunities, and reduce churn. Advocate for Customer Needs: Represent the voice of the customer to 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 specifically valued. 5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or related roles within legal tech or SaaS firms. Curiosity in technology/AI developments and familiarity with legal tech or AI-driven platforms; willingness to stay ahead of advancements. Relationship Building: Strong interpersonal and communication skills; proven ability to build trusted relationships and act as a strategic advisor. Customer-Centric Mindset: Proactive, problem-solving approach focused on measurable outcomes and customer satisfaction. Collaboration: Experience cross-functional collaboration with Sales, Product, Marketing, and Support teams. What’s in it For You?
Flexibility & Work-Life Balance: Flexible work arrangements, including work from anywhere for up to 8 weeks per year, supporting personal and professional responsibilities. Career Development: Culture of continuous learning and skill development; Grow My Way programming and a skills-first approach to growth. 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, competition, thinking, speed, and collaboration. Social Impact: Paid volunteer days and opportunities for pro-bono and ESG initiatives. Real-World Impact: Involvement in justice, truth, and transparency initiatives while delivering trusted information globally. About Us
Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We are a global organization with 26,000 employees across more than 70 countries, committed to objective, accurate, fair, and transparent work. We are an Equal Employment Opportunity Employer and provide reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Learn more about accommodations and protections here. Learn more about Thomson Reuters at thomsonreuters.com. In the United States, Thomson Reuters offers a comprehensive benefits package, including health, dental, vision, disability, life insurance, a 401(k) plan with company match, vacation, sick and paid holidays, parental leave, sabbatical leave, and other wellbeing programs. Pay ranges are disclosed where required by local law. This job posting will close when the role is filled.
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Customer Success Manager (Legal AI Solutions) – Courts at Thomson Reuters. Join to apply for the Customer Success Manager (Legal AI Solutions) – Courts role at Thomson Reuters. The role focuses on engaging government customers (Federal or State and Local courts and/or government) to drive adoption of TR Legal AI solutions, understanding customer goals, and delivering value through tailored strategies and a standard CSM playbook across the customer lifecycle. Customers will be on the West Coast. Responsibilities
Strategic Relationships: Engage regularly with government executives to understand their 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 specific business challenges and design tailored workflows/use cases that deliver sustained value from TR Legal AI solutions. Change Management: Partner with government customers to gain executive sponsorship, identify champions, and define change management strategies. Drive Adoption: Ensure users are trained appropriately (leveraging TR customer education managers) and define strategies to grow adoption of the TR Legal AI solutions. Executive Business Reviews: Capture value delivered, lead executive business reviews, and develop joint roadmaps for success with customers. Enhance Retention and Satisfaction: Proactively address customer needs, identify expansion opportunities, and reduce churn. Advocate for Customer Needs: Represent the voice of the customer to 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 specifically valued. 5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or related roles within legal tech or SaaS firms. Curiosity in technology/AI developments and familiarity with legal tech or AI-driven platforms; willingness to stay ahead of advancements. Relationship Building: Strong interpersonal and communication skills; proven ability to build trusted relationships and act as a strategic advisor. Customer-Centric Mindset: Proactive, problem-solving approach focused on measurable outcomes and customer satisfaction. Collaboration: Experience cross-functional collaboration with Sales, Product, Marketing, and Support teams. What’s in it For You?
Flexibility & Work-Life Balance: Flexible work arrangements, including work from anywhere for up to 8 weeks per year, supporting personal and professional responsibilities. Career Development: Culture of continuous learning and skill development; Grow My Way programming and a skills-first approach to growth. 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, competition, thinking, speed, and collaboration. Social Impact: Paid volunteer days and opportunities for pro-bono and ESG initiatives. Real-World Impact: Involvement in justice, truth, and transparency initiatives while delivering trusted information globally. About Us
Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We are a global organization with 26,000 employees across more than 70 countries, committed to objective, accurate, fair, and transparent work. We are an Equal Employment Opportunity Employer and provide reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Learn more about accommodations and protections here. Learn more about Thomson Reuters at thomsonreuters.com. In the United States, Thomson Reuters offers a comprehensive benefits package, including health, dental, vision, disability, life insurance, a 401(k) plan with company match, vacation, sick and paid holidays, parental leave, sabbatical leave, and other wellbeing programs. Pay ranges are disclosed where required by local law. This job posting will close when the role is filled.
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