Customer Success Manager, CoCounsel

$112,400 - $208,800/Yr

Thomson Reuters - Hartford, CT

Full-time - Mid Level

Hartford, CT

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 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, customer support, and marketing, to meet client needs.
• 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

• 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, with 4 weeks out of the country.
• 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 employee-driven Business Resource Groups.