CoCounsel Customer Success Manager, Small Law

$102,200 - $208,800/Yr

Thomson Reuters - New York, NY

Full-time - Mid Level

New York, NY

1,001-5,000 employees

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

About the position

Thomson Reuters is seeking a Customer Success Manager to join their Customer Success team, focusing on the CoCounsel Core & Drafting products. This role is pivotal in driving product adoption and maximizing usage among small law firm customers. The manager will facilitate onboarding and training, analyze product usage data, and work cross-functionally to ensure customer needs are met. The ideal candidate will have a legal background and experience in customer success within a legal technology context.

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 programs.
• Regularly 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, and Marketing teams to address customer needs.
• Become a CoCounsel expert and provide support to customers regarding best practices.

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 legal technology.
• Strong presentation and communication skills with experience in training and customer interaction.
• Interest in learning about new technology and software, particularly Generative AI.

Nice-to-haves

• Experience with Generative AI technology.
• Familiarity with Customer Success best practices.

Benefits

• 401(k) matching
• AD&D insurance
• Commuter assistance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Flexible vacation
• Mental Health Days Off
• Work from another location for up to 8 weeks in a year
• Headspace app subscription
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing