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Director, AI Customer Success
Thomson Reuters. Lead development and execution of AI customer success strategy .
About the role
Key responsibilities & impact- Lead development and execution of AI customer success strategy
- Build and mentor a Customer Success team across Canada
- Serve as executive-level point of contact for strategic Canadian accounts
- Partner with customers to design scalable frameworks for AI adoption
- Oversee health of Canadian customer portfolio and identify growth opportunities
- Act as the voice of the Canadian customer base to influence internal stakeholders
- Collaborate with leadership across Sales, Marketing, and Product for cohesive customer experience
Requirements
What you’ll need- Leadership Experience in customer success, account management, or professional services teams
- Legal Industry Expertise with a law degree or significant experience in legal firms
- Strong understanding of AI-driven platforms and legal technology
- Proven ability to develop and execute customer success strategies
- Exceptional interpersonal and communication skills
- Ability to leverage customer health metrics and business insights
- Experience collaborating across Sales, Product, Marketing, and Support
- Familiarity with the Canadian legal landscape
Benefits
Comp & perks- Hybrid Work Model: 2-3 days a week in the office
- Flex My Way policies for work-life balance
- Career Development and Growth opportunities
- Comprehensive benefit plans including flexible vacation and mental health days
- Access to wellness resources including Headspace app
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI customer success strategycustomer success strategiesAI-driven platformslegal technology
Soft Skills
leadership experienceinterpersonal skillscommunication skillscollaboration
Certifications
law degree