Customer Success Manager, CoCounsel Courts

Thomson Reuters - Ann Arbor, MI

Full-time - Mid Level

Ann Arbor, MI

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About the position

The Customer Success Manager at Thomson Reuters will focus on supporting state and federal US courts in the adoption and effective use of CoCounsel Core & Drafting products. This role involves onboarding court personnel, managing client relationships, and ensuring maximum product usage while addressing specific needs and pain points. The CSM will work closely with internal teams to align product features with client requirements and develop long-term strategies for client satisfaction.

Responsibilities

• Onboard and train court personnel on CoCounsel software, developing customized training programs to meet client needs.
• 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 to meet objectives.
• Support courts in using CoCounsel by answering questions and troubleshooting technical issues.
• Collaborate with product and engineering teams to ensure new features meet the courts' needs.
• Communicate with internal departments, including sales, customer support, and marketing, to meet the judiciary's needs.
• 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 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 in training and customer interaction.
• Interest in learning about new technology and software.

Nice-to-haves

• Experience working with AI-based software platforms.
• Experience in cross-functional team environments.

Benefits

• Comprehensive benefit plans including flexible vacation and mental health days off.
• Work from another location for up to 8 weeks a year, with 4 weeks being out of the country.
• Headspace app subscription for mental wellbeing.
• Retirement and savings plans, tuition reimbursement, and employee incentive programs.
• Resources for mental, physical, and financial wellbeing.
• Access to LinkedIn Learning and internal Talent Marketplace for professional development.