Customer Success Manager, CoCounsel

$112,400 - $208,800/Yr

Thomson Reuters - Carson City, NV

Full-time - Mid Level

Carson City, NV

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 CoCounsel Core & Drafting products. This role involves working with customers post-sales to assist with onboarding and training, ensuring effective software adoption and long-term client relationships. The CSM will be responsible for understanding customer needs, providing tailored solutions, and collaborating with internal teams to enhance client satisfaction and retention.

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 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.
• Learn about other product offerings and educate customers on integrations with CoCounsel.

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 interacting with customers.
• 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, 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 out of the country.
• 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.
• Access to Employee Stock Purchase Plan.