Customer Success Manager – AI, Legal Solutions

Thomson Reuters

Customer Success Manager driving adoption and measurable outcomes for Thomson Reuters AI legal solutions. Building success plans, executive relationships, and renewal and expansion readiness for Singapore legal customers.

Posted 9/4/2026full-timeSingapore • 🇸🇬 SingaporeMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within B2B SaaS, particularly in legal environments, with a focus on onboarding, adoption, and retention strategies. Proficient in translating business goals into actionable success plans and driving measurable outcomes through effective stakeholder engagement and cross-functional collaboration.

Highest-signal resume keywords

Customer Success ManagementB2B SaaS ExperienceLegal Operations KnowledgeStakeholder EngagementOnboarding and Adoption Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OnboardingSuccess PlanningRetention ManagementAI SolutionsUse Case DevelopmentProject ManagementData AnalysisROI CommunicationTraining DeliveryRisk Mitigation

Soft Skills

Relationship BuildingCommunicationCollaborationProblem SolvingAdaptability

Tools & Technologies

Legal Software SolutionsAI PlatformsCustomer Relationship Management (CRM) ToolsProject Management SoftwareData Visualization Tools

Certifications & Qualifications

Law Degree

Industry Keywords

Customer SuccessAccount ManagementB2B SaaSLegal InnovationKnowledge ManagementProfessional ServicesRegulated Environments

About the role

Key responsibilities & impact

Own outcomes for a portfolio of Singapore customers using AI solutions
Translate business goals into measurable success plans
Build and maintain relationships across legal, innovation, KM, IT, and leadership stakeholders
Lead onboarding and implementation end-to-end, including entitlements, training, and rollout planning
Drive adoption of CoCounsel within priority legal workflows and practice group routines
Identify, validate, and scale new use cases
Quantify and communicate ROI through success metrics and QBR-style business reviews
Capture and communicate voice of the customer to leadership, strategy, sales, proposition, presales, customer success, marketing, and product teams
Support targeted deals through 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 new use cases and partner with Sales on expansion opportunities

Requirements

What you’ll need

4+ years in Customer Success, Account Management, or Implementation in B2B SaaS (or comparable client-facing role), owning onboarding, adoption, and retention outcomes
3+ years practising in a law firm or in-house team, preferably including practice innovation or knowledge management experience
Experience with customer onboarding, success planning, and retention management
Experience working across different functions and engaging stakeholders successfully
Ability to quickly learn AI platforms, translate business goals into use cases, and troubleshoot/common triage before handoff
Strong B2B SaaS Customer Success experience supporting legal customers, legal operations, KM, practice innovation, or regulated/professional services environments
Legal qualification (e.g., Law Degree) preferred
Experience with legal software solutions preferred

Benefits

Comp & perks

Flexible hybrid working environment
Work from anywhere for up to 8 weeks per year
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 get involved with pro-bono consulting projects and ESG initiatives
Career development, continuous learning, and skills development through Grow My Way programming
Flexible work arrangements
Workplace culture focused on inclusion, belonging, flexibility, and work-life balance