Customer Success Manager Legal AI Solutions Court

Customer Success Manager

The Customer Success Manager will engage with customers to understand their business goals, develop tailored strategies and drive successful adoption of Thomson Reuters' legal AI solutions. The Customer Success Manager will typically focus on a portfolio of customers, actively prioritizing customers based on adoption, health and other key parameters. The Customer Success Manager will use a standard CSM playbook to proactively engage throughout the customer lifecycle to grow adoption and deliver value.

This role will be specifically aimed at supporting Federal or State and Local courts and/or government customers in their adoption and use of TR Legal AI solutions. It is critical to understand the type of work performed by Federal or State and Local government customers to help these clients identify the right use cases for TR Legal AI solutions.

In this role as a Customer Success Manager, you will:

• Strategic Relationships: Engage regularly with Government 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 government personnel to deliver value and outcomes from Thomson Reuters's legal AI solutions.
• Transform Legal Workflows with AI: Collaborate with government personnel to identify their specific business challenges and design tailored workflows / use cases that deliver sustained value from Thomson Reuters' legal AI solutions.
• Change Management: Partner with government customers to help gain executive sponsorship, identify champions and define change management strategies to help transform the work of government personnel.
• Drive Adoption: Partner with customers to ensure users are trained appropriately (leveraging TR customer education managers) and define mutual strategies to grow adoption of the TR Legal AI solutions.
• Lead Executive Business Reviews: Capture value delivered to government 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 of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.

You're a fit for the Customer Success Manager role if your background includes:

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals. For this role, we are specifically looking for those with experience with state and local courts and/or government customers.
• 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.