Customer Success Manager, CoCounsel Legal Aid Program

$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 lead the CoCounsel for Legal Aid program, focusing on assisting legal aid organizations in utilizing generative AI to enhance their operations. This role emphasizes building long-term client relationships, ensuring maximum product usage, and understanding the unique challenges faced by legal aid organizations in delivering legal services at scale.

Responsibilities

• Onboard and train legal aid organizations on generative AI software, developing customized training programs to meet specific client needs.
• Regularly meet and communicate with clients to ensure their needs are met and they are realizing the full value of the software.
• Manage client accounts to ensure customer needs are consistently addressed, offering tailored software solutions and collaborating with Engineering teams.
• Provide support to clients by answering questions about product usage and troubleshooting technical issues.
• Work with product and engineering teams to ensure clients' needs are met by new product features.
• Communicate with internal departments, including sales, customer support, and marketing, to ensure client needs are met.
• Develop long-term strategies to improve client satisfaction and increase retention rates.
• Understand each client's use case and make appropriate software recommendations.

Requirements

• Law degree or formal legal education and/or substantial experience working with law firms and attorneys.
• Experience working with legal aid organizations, nonprofits, or government agencies 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 interacting with customers regularly.
• Interest in learning about new technology and software.

Nice-to-haves

• Experience in customer success management for SaaS products.
• Familiarity with generative AI technologies.

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.
• Headspace app subscription for mental wellbeing.
• Retirement savings plan with company match.
• Tuition reimbursement and employee incentive programs.
• Access to Employee Assistance Program and fitness reimbursement.
• Paid volunteer days and support for Environmental, Social and Governance (ESG) initiatives.