Customer Success Manager – AI, Legal Solutions

Thomson Reuters

Customer Success Manager driving adoption, measurable outcomes, and renewals for Thomson Reuters AI legal solutions. Managing Australian law firm and corporate legal customers.

Posted 9/4/2026full-timePyrmont • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within the legal sector, focusing on onboarding, adoption, and retention strategies. Proven ability to engage with senior legal stakeholders and drive measurable outcomes through cross-functional collaboration and effective communication.

Highest-signal resume keywords

Customer Success ManagementStakeholder EngagementLegal Software SolutionsCross-Functional CollaborationOnboarding and Adoption Strategies

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience ManagementImplementation in B2B SaaSSuccess PlanningRetention ManagementProject ManagementData AnalysisAI Platform AptitudeUse Case DevelopmentRisk MitigationTraining Development

Soft Skills

Relationship BuildingCommunicationProblem SolvingChange ManagementPresentation Skills

Industry Keywords

Australian Legal MarketPractice InnovationKnowledge ManagementVoice of CustomerProofs of ConceptBusiness ReviewsExpansion OpportunitiesMulti-Threaded RelationshipsEnd-User EnablementComplex Organisations

About the role

Key responsibilities & impact

Build and maintain multi-threaded relationships across legal, innovation, knowledge management, IT, and leadership
Develop customer champions and align executive stakeholders on measurable outcomes
Lead onboarding and implementation end-to-end, including entitlements, training, and rollout planning
Drive adoption by embedding CoCounsel into priority legal workflows and practice group routines
Identify, validate, and scale new use cases
Quantify and communicate return on investment through success metrics and QBR-style business reviews
Manage a portfolio of national and mid-market law firms and corporate legal departments across Australia
Capture and communicate voice-of-customer insights to leadership, strategy, sales, proposition, presales, customer success, marketing, and product teams
Support Proofs of Concept and facilitated trials
Coordinate cross-functional resolution, communication, timelines, and risk mitigation plans
Prepare and deliver project presentations and status reports to prospects and clients
Define customer success outcomes, build success plans, and deliver measurable impact
Drive end-user enablement and day-to-day usage through role-based training, champions, and repeatable adoption plays
Monitor product usage and sentiment, identify risks, and execute recovery plans to protect retention
Uncover expansion use cases and partner with Sales on expansion opportunities

Requirements

What you’ll need

3+ years practising in a law firm or in-house team, preferably including practice innovation or knowledge management experience
4+ years in Customer Success, Account Management, Implementation in B2B SaaS, or a comparable client-facing role, owning onboarding, adoption, and retention outcomes
Experience with legal software solutions
Customer experience covering onboarding, success planning, and retention management
Cross-functional collaboration and successful stakeholder engagement
Product/technical aptitude, including ability to quickly learn AI platforms, translate business goals into use cases, and troubleshoot/common triage before handoff
Working knowledge of the Australian legal market
Willingness to travel domestically as required
Ability to engage credibly with senior legal stakeholders and drive change within complex organisations

Benefits

Comp & perks

Flexible hybrid working environment
Flexible work arrangements, including work from anywhere for up to 8 weeks per year
Continuous learning and skill development through Grow My Way programming
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities to participate in pro-bono consulting projects and ESG initiatives