CoCounsel Customer Success Manager, Small Law

$112,400 - $208,800/Yr

Thomson Reuters - Frisco, TX

Full-time - Mid Level

Frisco, TX

10,001+ employees

Web Search Portals, Libraries, Archives, and Other Information Services

About the position

Thomson Reuters is seeking a Customer Success Manager to enhance the adoption and usage of its CoCounsel Core & Drafting products among small law firm customers. This role involves developing strategies for product adoption, facilitating onboarding and training, and collaborating with various teams to meet customer needs. The ideal candidate will have a legal background and experience in customer success within a legal technology context.

Responsibilities

• Analyze product usage data to improve customer satisfaction and retention rates.
• Develop campaigns and initiatives for onboarding and training small law firm customers on CoCounsel software.
• Regularly communicate with small firm customers to ensure their needs are met and they realize the full value of the software.
• Collaborate with Sales, GTM, Product, Marketing, and other teams to address small law firm customer needs.
• Become an expert in CoCounsel and provide support to customers regarding best practices.

Requirements

• J.D. or formal legal education, or substantial experience working with law firms.
• Experience in a customer success or customer-facing role, preferably in legal technology.
• Strong understanding of Customer Success best practices.
• Excellent presentation and communication skills, with experience in training customers.

Nice-to-haves

• Experience with Generative AI technology.
• Personable attitude and problem-solving skills.
• Interest in learning about new technology and software.

Benefits

• Comprehensive benefit plans including health, dental, and vision insurance.
• Flexible vacation and two company-wide Mental Health Days Off.
• Work from another location for up to 8 weeks a year.
• Retirement savings plan with company match.
• Tuition reimbursement and employee incentive programs.
• Access to LinkedIn Learning and internal Talent Marketplace.
• Two paid volunteer days annually.
• Employee Stock Purchase Plan.