CoCounsel Customer Success Manager, Small Law

$112,400 - $208,800/Yr

Thomson Reuters - Ann Arbor, MI

Full-time - Mid Level

Ann Arbor, MI

10,001+ employees

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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

• 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 customized training programs to meet specific client needs.
• 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 a legal technology company.
• Deep understanding of Customer Success best practices.
• Strong presenting and communication skills with experience in training customers.
• Interest in learning about new technology and software, particularly Generative AI.

Nice-to-haves

• Experience with Generative AI technology.
• Personable attitude and problem-solving skills.
• Experience working on cross-functional teams.

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.