Customer Success Manager, CoCounsel Legal Aid Program

About the Role  

Thomson Reuters is looking for a Customer Success Manager to lead our new CoCounsel for Legal Aid program. In this role you will be working with select legal aid organizations to help them use generative AI to transform the way they work. 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. This role also requires an in-depth knowledge of legal practice, including the challenges faced by legal aid organizations in providing legal services at scale.

As the Customer Success Manager for our Legal Aid program, you will:  

• Onboard and train legal aid organizations on our generative AI 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  

• Experience working with legal aid organizations, nonprofits, or government agencies is strongly preferred 

• 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?

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 location(s) for this role include one or more of the following metro locations: Los Angeles, New York City, San Francisco, Washington, DC. The base compensation range for the role in any of those locations is $112,400 - $208,800. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $102,200 - $189,800. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base 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 is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 01/24/2025.

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.