Thomson Reuters
Customer Success Manager (Legal AI Solutions) - Global & Large Law Firms
Thomson Reuters, San Francisco, California, United States, 94199
About the Role
Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. It acquired Casetext in 2023 and scaled up to become a leading AI solution provider for 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.
Key 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' legal AI solutions.
Transform Legal Workflows with AI:
Collaborate with customers to identify their specific business challenges and design tailored workflows and use cases that deliver sustained value from Thomson Reuters' legal AI solutions.
Change Management:
Partner with customers to gain executive sponsorship, identify champions, and define change management strategies to transform attorneys' work at law firms.
Drive Adoption:
Partner with customers to 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 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 the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.
About You
Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals.
Global and large law experience is highly preferred.
5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or a related role, with leading legal tech consulting organizations or SaaS 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.
#LI-BS1
What’s 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, 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 tomorrow’s 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.
Benefits In the United States, Thomson Reuters offers a comprehensive benefits package including health, dental, vision, disability, life insurance programs, a competitive 401(k) plan with company match, flexible and supportive benefits, paid holidays, parental leave, sabbatical leave, and more. Optional benefits include hospital, accident and sickness insurance, life and AD&D insurance, Flexible Spending and Health Savings Accounts, fitness reimbursement, access to the Employee Assistance Program, Group Legal Identity Theft Protection benefit, access to a 529 Plan, commuter benefits, Adoption & Surrogacy Assistance, Tuition Reimbursement, and access to the Employee Stock Purchase Plan.
Pay range: The target total cash compensation range for this role is $91,000 - $169,000 (base pay and any target sales incentive).
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.
We are proud to be an Equal Employment Opportunity Employer providing a drug‑free workplace and making reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.
Learn more on how to protect yourself from fraudulent job postings
here .
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Key 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' legal AI solutions.
Transform Legal Workflows with AI:
Collaborate with customers to identify their specific business challenges and design tailored workflows and use cases that deliver sustained value from Thomson Reuters' legal AI solutions.
Change Management:
Partner with customers to gain executive sponsorship, identify champions, and define change management strategies to transform attorneys' work at law firms.
Drive Adoption:
Partner with customers to 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 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 the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.
About You
Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals.
Global and large law experience is highly preferred.
5+ years of experience in Customer Success, Consulting with legal technology, Account Management, or a related role, with leading legal tech consulting organizations or SaaS 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.
#LI-BS1
What’s 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, 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 tomorrow’s 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.
Benefits In the United States, Thomson Reuters offers a comprehensive benefits package including health, dental, vision, disability, life insurance programs, a competitive 401(k) plan with company match, flexible and supportive benefits, paid holidays, parental leave, sabbatical leave, and more. Optional benefits include hospital, accident and sickness insurance, life and AD&D insurance, Flexible Spending and Health Savings Accounts, fitness reimbursement, access to the Employee Assistance Program, Group Legal Identity Theft Protection benefit, access to a 529 Plan, commuter benefits, Adoption & Surrogacy Assistance, Tuition Reimbursement, and access to the Employee Stock Purchase Plan.
Pay range: The target total cash compensation range for this role is $91,000 - $169,000 (base pay and any target sales incentive).
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.
We are proud to be an Equal Employment Opportunity Employer providing a drug‑free workplace and making reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.
Learn more on how to protect yourself from fraudulent job postings
here .
#J-18808-Ljbffr