Customer Success Manager, CoCounsel

Thomson Reuters - Ann Arbor, MI

Full-time - Mid Level

Ann Arbor, MI

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About the position

Thomson Reuters is seeking a Customer Success Manager to join our Customer Success team, focusing on the CoCounsel product. In this pivotal role, you will engage with customers post-sales, facilitating their onboarding and training processes. It is essential for our Customer Success Managers (CSMs) to be well-versed in best practices for driving the adoption of SaaS software. Your primary objective will be to establish and nurture long-term relationships with clients, ensuring consistent communication and maximizing product usage. As a Customer Success Manager, your responsibilities will include onboarding and training clients on our software, which involves developing customized training programs tailored to meet specific client needs. You will regularly meet and communicate with clients to ensure their requirements are being met and that they are deriving the full value from our software solutions. Managing client accounts will be a key aspect of your role, ensuring that customer needs are consistently addressed, including offering tailored software solutions to resolve specific client pain points. You will collaborate with our Engineering teams to help clients achieve their objectives and provide support by answering questions regarding product usage and troubleshooting any technical issues. Additionally, you will work closely with our product and engineering teams to ensure that new product features align with client needs. Effective communication with internal departments, such as sales, customer support, and marketing, will be crucial to ensure that the company meets client expectations. You will also be responsible for developing long-term strategies aimed at improving client satisfaction and increasing retention rates, while clearly understanding each client's use case to make appropriate software recommendations.

Responsibilities

• Onboard and train clients on our software, developing customized training programs to meet specific client needs.
• Regularly meet and communicate with clients to ensure their needs are being met and that they are realizing the full value of our software.
• Manage client accounts to ensure customer needs are met, 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 in transactional law preferred, but not required.
• 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 or account management roles in a SaaS environment.
• Familiarity with legal software and technology trends.

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, with 4 weeks being out of the country.
• Headspace app subscription for mental wellbeing.
• Retirement savings plan with company match.
• Tuition reimbursement and employee incentive programs.
• Resources for mental, physical, and financial wellbeing.
• Access to LinkedIn Learning and internal Talent Marketplace for professional development.
• Two paid volunteer days annually and participation in ESG initiatives.
• Access to Employee Stock Purchase Plan and commuter benefits.