CoCounsel Customer Success Manager, Small Law

Thomson Reuters - Washington, DC

Full-time - Mid Level

Washington, DC

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About the position

The Customer Success Manager for Small Law at Thomson Reuters will focus on driving product adoption and maximizing usage of the CoCounsel Core & Drafting products among small law firm customers. This role involves onboarding, training, and ensuring customer satisfaction through effective communication and collaboration with various teams within the company.

Responsibilities

• Develop and implement strategies to drive product adoption and maximize usage among small law firm customers.
• Facilitate onboarding and training for small law firm customers on CoCounsel software.
• Analyze product usage data to improve customer satisfaction and retention rates.
• Develop campaigns and initiatives for customer onboarding and training, including customized training programs.
• Regularly meet and communicate with small firm customers to ensure their needs are met and they realize the full value of the software.
• Work cross-functionally with Sales, GTM, Product, Marketing, and other teams to address small law firm customer needs.
• Become a CoCounsel expert and provide support to small law firm customers regarding best practices for using the product.

Requirements

• J.D. or other legal education, or substantial experience working with law firms.
• Previous experience in a customer success or customer-facing role, preferably in a legal technology company.
• Deep understanding of Customer Success best practices.
• Strong presenting and communication skills with experience in training and interacting with customers.
• Interest in learning about new technology and software, particularly generative AI.

Nice-to-haves

• Experience with generative AI technology.
• Personable with a positive attitude and strong problem-solving skills.
• Enjoyment of working on cross-functional teams.

Benefits

• Flexible work hours
• Remote work options
• Professional development opportunities
• Health insurance coverage
• 401k retirement plan