Customer Success Manager, CoCounsel
About the Role
Thomson Reuters is looking for a Customer Success Manager to join our Customer Success team, working on the CoCounsel product. 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.
As the Customer Success Manager, you will:
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
Experience working in transactional law preferred, but not required
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
Hybrid locations:
Ann Arbor, MI
Eagan, MN
New York City, NY
Carrollton, TX
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:
Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
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 cafe 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.
Compensation:$110,000-$135,000
Compensation includes base salary and a variable compensation that is directly related to your success
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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... For full info follow application link.
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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.