Customer Success Manager – Government, Legal
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Job Description
Customer Success Manager guiding government and court customers in adopting Thomson Reuters legal AI solutions. Driving strategic relationships, success plans, training, adoption, and retention.
Responsibilities:
- Engage with customers to understand business goals
- Develop tailored strategies and drive successful adoption of Thomson Reuters’ legal AI solutions
- Manage and prioritize a portfolio of government customers based on adoption, health, and other parameters
- Proactively engage customers throughout the customer lifecycle using a standard CSM playbook
- Support Federal or State and Local courts and/or government customers in adopting and using TR Legal AI solutions
- Understand government customers’ work to help identify appropriate legal AI use cases
- Engage senior executives and provide strategic guidance as a trusted advisor
- Jointly create customer success plans
- Identify business challenges and design tailored AI workflows and use cases
- Help gain executive sponsorship, identify champions, and define change management strategies
- Ensure users are appropriately trained and develop strategies to grow solution adoption
- Capture customer value, lead executive business reviews, and develop joint success roadmaps
- Address customer needs, identify expansion opportunities, reduce churn, and improve satisfaction
- Share customer feedback with Product and Engineering teams to influence future enhancements
Requirements:
- Law degree, formal legal education, or substantial experience working with attorneys or legal professionals
- 5+ years’ experience in Customer Success, Account Management, or a related role
- Experience ideally within SaaS or subscription-based business models
- Ideally experience working with governmental organizations or courts
- In-depth understanding of government agencies’ operating environment
- Experience navigating complex bureaucracies
- Ability to address government customer issues in a timely manner while adhering to government protocols
- Understanding of government procurement processes and compliance requirements
- Ability to travel up to 25%
- Familiarity with legal technology or AI-driven platforms is preferred
- Strong interpersonal and communication skills
- Proven ability to build trusted customer relationships and act as a strategic advisor
- 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
- Mental, physical, and financial wellbeing resources
- Two paid volunteer days off annually
- Health, dental, vision, disability, and life insurance programs
- Competitive 401(k) plan with company match
- Sick and safe paid time off
- Paid holidays, including two company mental health days off
- 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
- Pro-bono consulting projects and ESG initiatives
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