Customer Success Manager, CoCounsel

$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 involves working closely with customers post-sales to assist with onboarding, training, and ensuring maximum product usage. The CSM will establish long-term relationships with clients, understand their needs, and drive SaaS software adoption through best practices in Customer Success.

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 met and they realize 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 addressed by new product features.
• Communicate with internal departments, including sales 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.
• Learn about other product offerings and educate customers on integrations.

Requirements

• Law degree or formal legal education and/or substantial experience working with law firms and attorneys.
• Deep understanding of Customer Success best practices, ideally with experience in a Customer Success role.
• Experience in legal technology and/or with AI-based software platforms is preferred.
• 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

• 401(k) matching
• AD&D insurance
• Commuter assistance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Flexible vacation
• Mental Health Days Off
• Work from another location for up to 8 weeks a year
• Headspace app subscription
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing
• Paid holidays including two company mental health days off
• Parental leave
• Sabbatical leave
• Optional hospital, accident and sickness insurance
• Flexible Spending and Health Savings Accounts
• Fitness reimbursement
• Access to Employee Assistance Program
• Group Legal Identity Theft Protection benefit
• Access to 529 Plan
• Adoption & Surrogacy Assistance