Customer Success Manager, CoCounsel (Courts)

$112,400 - $208,800/Yr

Thomson Reuters - Frisco, TX

Full-time - Mid Level

Frisco, TX

10,001+ employees

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About the position

Thomson Reuters is seeking a Customer Success Manager to support the adoption and use of CoCounsel Core & Drafting products within state and federal US courts. This role focuses on ensuring that courts can effectively utilize the software in their judicial workflows, establishing long-term relationships, and maximizing product usage. The CSM will onboard and train court personnel, manage accounts, and collaborate with internal teams to address client needs and enhance product features.

Responsibilities

• Onboard and train court personnel on CoCounsel software, developing customized training programs.
• Regularly meet and communicate with court personnel to ensure their needs are met and they realize the full value of the software.
• Manage CoCounsel accounts for the judiciary, offering tailored software solutions and working with Engineering & Product teams.
• Support courts in using CoCounsel by answering questions and troubleshooting technical issues.
• Collaborate with product and engineering teams to ensure courts' needs are met by new product features.
• Communicate with internal departments to ensure the company meets the needs of the judiciary.
• Develop long-term strategies to ensure court satisfaction with the software.
• Understand the use cases of each court and make appropriate software recommendations.

Requirements

• Law degree or formal legal education and/or substantial experience working with law firms and attorneys.
• Experience working as a litigator and clerking or interning for a court is strongly preferred.
• Experience in legal technology and/or with AI-based software platforms is ideal.
• Strong presenting and communication skills with experience training and interacting with customers regularly.
• Interest in learning about new technology and software.

Nice-to-haves

• Experience in customer success or account management roles.
• Familiarity with SaaS software adoption best practices.
• Ability to work 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.