Customer Success Manager – Government, Legal

🔥 1 minute ago

🏄 California, District of Columbia, +6 more states – Remote

🏄 California – Remote 🏛️ District of Columbia – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $93.1k - $172.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Thomson Reuters

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2008

💼 Consulting

⚖️ Legal

🛡️ Insurance

Consulting • Legal • Insurance

Thomson Reuters is a global content and technology company that provides professionals with reliable and accurate solutions across the legal, tax and accounting, international trade, and risk management sectors. The company offers a range of products including legal research tools, tax preparation software, compliance and regulatory solutions, and media services like Reuters for global news. With significant investments in generative AI, Thomson Reuters continues to innovate in helping professionals optimize their workflows and enhance their decision-making. Their platforms serve various industries such as law firms, corporations, tax professionals, and media organizations, providing essential tools that combine powerful technology with in-depth expert content.

📋 Description

• Engage with customers to understand business goals • Develop tailored strategies and drive successful adoption of Thomson Reuters’ legal AI solutions • Manage and prioritize a portfolio of government customers based on adoption, health, and other parameters • Proactively engage customers throughout the customer lifecycle using a standard CSM playbook • Support Federal or State and Local courts and/or government customers in adopting and using TR Legal AI solutions • Understand government customers’ work to help identify appropriate legal AI use cases • Engage senior executives and provide strategic guidance as a trusted advisor • Jointly create customer success plans • Identify business challenges and design tailored AI workflows and use cases • Help gain executive sponsorship, identify champions, and define change management strategies • Ensure users are appropriately trained and develop strategies to grow solution adoption • Capture customer value, lead executive business reviews, and develop joint success roadmaps • Address customer needs, identify expansion opportunities, reduce churn, and improve satisfaction • Share customer feedback with Product and Engineering teams to influence future enhancements

🎯 Requirements

• Law degree, formal legal education, or substantial experience working with attorneys or legal professionals • 5+ years’ experience in Customer Success, Account Management, or a related role • Experience ideally within SaaS or subscription-based business models • Ideally experience working with governmental organizations or courts • In-depth understanding of government agencies’ operating environment • Experience navigating complex bureaucracies • Ability to address government customer issues in a timely manner while adhering to government protocols • Understanding of government procurement processes and compliance requirements • Ability to travel up to 25% • Familiarity with legal technology or AI-driven platforms is preferred • Strong interpersonal and communication skills • Proven ability to build trusted customer relationships and act as a strategic advisor • Experience working cross-functionally with Sales, Product, Marketing, and Support teams

🏖️ Benefits

• Flexible work arrangements, including work from anywhere for up to 8 weeks per year • Flexible vacation • Two company-wide Mental Health Days off • Headspace app access • Retirement savings • Tuition reimbursement • Employee incentive programs • Mental, physical, and financial wellbeing resources • Two paid volunteer days off annually • Health, dental, vision, disability, and life insurance programs • Competitive 401(k) plan with company match • Sick and safe paid time off • Paid holidays, including two company mental health days off • Parental leave • Sabbatical leave • Optional hospital, accident and sickness insurance • Optional life and AD&D insurance • Flexible Spending and Health Savings Accounts • Fitness reimbursement • Employee Assistance Program • Group Legal Identity Theft Protection benefit • 529 Plan access • Commuter benefits • Adoption & Surrogacy Assistance • Employee Stock Purchase Plan • Pro-bono consulting projects and ESG initiatives

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