Senior Customer Success Manager, Legal AI

🔥 0 minutes ago

🌽 Illinois, New York, +2 more states – Remote

🌽 Illinois – Remote 🗽 New York – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote

💵 $123.2k - $228.8k / year

⏰ Full Time

🟠 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

• Act as a trusted advisor to customers and understand their business goals • Develop tailored solutions and customized engagement approaches for large and complex customers • Engage regularly with senior executives and provide strategic guidance throughout the customer journey • Jointly create customer success plans to deliver value and outcomes from Thomson Reuters’ legal AI solutions • Identify business challenges and design tailored AI workflows and use cases • Help customers gain executive sponsorship, identify champions, and define change management strategies • Ensure users are appropriately trained and develop strategies to grow adoption of legal AI solutions • Capture customer value, lead executive business reviews, and develop joint success roadmaps • Address customer needs, identify expansion opportunities, reduce churn, and drive satisfaction • Share customer feedback with Product and Engineering teams to influence future enhancements

🎯 Requirements

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals • Experience with large law firms • 10+ years of experience in Customer Success, consulting with legal technology, account management, or a related role • Experience with leading legal tech consulting organizations or SaaS firms • Ability to travel 25% • Familiarity with legal technology or AI-driven platforms • Strong interpersonal and communication skills • Proven ability to build trusted relationships and act as a strategic advisor to customers • Proactive, personable approach to problem-solving • 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 • Resources for mental, physical, and financial wellbeing • Two paid volunteer days off annually • Pro-bono consulting project opportunities • Environmental, Social, and Governance (ESG) initiative opportunities • Health, dental, vision, disability, and life insurance programs • 401k plan with company match • Sick and safe paid time off • Paid holidays • 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

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