AI Customer Success Manager

About the Role  

Thomson Reuters is looking for a Customer Success Manager to join our Customer Success team, working on the CoCounsel products. In this role you will be working with customers post-sales and assisting with onboarding and trainings. It’s critical for our CSMs to understand Customer Success best practices for driving SaaS software adoption. You will establish and maintain long-term relationships with clients and ensure there is consistent contact and maximum product usage.  

• Onboard and train clients on our software, including developing customized training programs to serve specific client needs 

• Regularly meet and communicate with clients to ensure that their needs are being met and that each client is realizing the full value of our software 

• Manage client accounts to ensure that customer needs are being met at all times, including offering tailored software solutions to address specific client needs and pain points and working with Engineering teams to achieve their objectives 

• Provide support to clients by answering questions about product usage and troubleshooting technical issues 

• Work with our product and engineering teams to ensure that clients’ needs are being met by new product features 

• Communicate with internal departments, including sales, customer supporting, and marketing, to ensure that the company is meeting client needs 

• Develop long-term strategies to improve client satisfaction and increase retention rates 

• Clearly understand each clients use case and make the appropriate software recommendations  

About You  

• You have a law degree or formal legal education and/or substantial experience working with law firms and attorneys  

• Ideally, you have worked in legal technology and/or with AI-based software platforms 

• You have strong presenting and communication skills with experience training and interacting with customers regularly 

• You are interested in learning about new technology and software – we offer a suite of cutting-edge A.I.-based software products 

• You are personable, have a positive attitude, enjoy problem-solving, and helping customers 

• You enjoy working on cross-functional teams and contributing to broader outcomes–particularly ones focused on positive customer experiences

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: Eagan, MN; Ann Arbor, MI; Richmond, VA; Rochester, NY. The target total cash compensation range for the role in any of those locations is $141,800 - $263,300. Chicago, IL; Frisco, TX; Houston, TX; fully remote location. For these locations and any eligible US locations not otherwise noted, including for fully remote location if applicable, the target total cash compensation range for this role is $141,800 - $263,300. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 01/31/2025.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.

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