[Hiring] Senior Customer Success Manager @Thomson Reuters

Role Description

The Senior Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business goals, developing tailored solutions, and ensuring the successful adoption of Thomson Reuters' legal AI solutions. The Senior Customer Success Manager will work with a small number of large and complex customers to build and execute a customized engagement approach that will drive adoption and value.

• 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’s legal AI solutions.
• Transform Legal Workflows with AI: Collaborate with customers 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 customers to help gain executive sponsorship, identify champions, and define change management strategies to help transform the work of attorneys at large law firms.
• 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 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.

Qualifications

• Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals, specifically with experience in large law firms.
• 10+ 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.
• Ability to travel 25%.

Preferred Qualifications

• Curiosity in technology/AI developments: Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legal tech.
• 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.

Benefits

• 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.
• Career Development and Growth: Fostering a culture of continuous learning and skill development to prepare talent for tomorrow’s challenges.
• Industry Competitive Benefits: Comprehensive benefit plans including flexible vacation, mental health days, retirement savings, tuition reimbursement, and resources for wellbeing.
• Culture: Award-winning reputation for inclusion and belonging, flexibility, and work-life balance.
• Social Impact: Opportunities for employees to engage in community service and pro-bono consulting projects.
• Making a Real-World Impact: Helping customers pursue justice, truth, and transparency.