Customer Success Manager, CoCounsel (Courts)

$102,200 - $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 join their Customer Success team, focusing on the CoCounsel Core & Drafting products. This role is dedicated to supporting state and federal US courts in adopting and effectively using CoCounsel software. The Customer Success Manager will work directly with court personnel to ensure successful software integration into judicial workflows, fostering long-term relationships and maximizing product usage.

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 collaborating with Engineering & Product teams.
• Support courts in using CoCounsel by answering questions and troubleshooting technical issues.
• Work with product and engineering teams to ensure new features meet the courts' needs.
• Communicate with internal departments to ensure the company meets 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 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 presentation and communication skills with experience in customer training and interaction.
• Interest in learning about new technology and software.

Nice-to-haves

• Experience in customer success roles within the legal technology sector.
• Familiarity with SaaS software adoption best practices.

Benefits

• Commuter assistance
• Health savings account
• AD&D insurance
• Employee stock purchase plan
• Paid holidays
• Disability insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• 401(k) matching
• Gym membership
• Life insurance