Customer Success Manager, CoCounsel (Courts)

$112,400 - $208,800/Yr

Thomson Reuters - New York, NY

Full-time - Mid Level

New York, NY

10,001+ employees

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About the position

Thomson Reuters is seeking a Customer Success Manager to join the Customer Success team, focusing on the CoCounsel Core & Drafting products. This role is dedicated to supporting state and federal US courts in adopting and utilizing CoCounsel software effectively. The Customer Success Manager will work directly with courts 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 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 on cross-functional teams.
• Personable with a positive attitude, enjoys problem-solving and helping customers.

Benefits

• Comprehensive benefit plans including health, dental, vision, disability, and life insurance.
• Flexible vacation and two company-wide Mental Health Days Off.
• Work from another location for up to 8 weeks a year.
• Headspace app subscription for mental wellbeing.
• 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.