Customer Success Manager – Government, Legal

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Interact with customers to comprehend their business objectives.

• Formulate customized strategies and facilitate the successful implementation of Thomson Reuters’ legal AI solutions.

• Oversee and prioritize a portfolio of government clients based on usage, health, and various criteria.

• Actively engage customers throughout their journey using a standardized Customer Success Management (CSM) playbook.

• Assist Federal or State and Local courts and government clients in adopting and utilizing TR Legal AI solutions.

• Gain insights into government clients’ operations to identify suitable legal AI applications.

• Connect with senior executives and offer strategic counsel as a trusted advisor.

• Collaboratively develop customer success plans.

• Recognize business challenges and create customized AI workflows and use cases.

• Facilitate executive sponsorship, pinpoint champions, and establish change management strategies.

• Ensure users receive adequate training and devise strategies to enhance solution adoption.

• Capture customer value, conduct executive business reviews, and create joint success roadmaps.

• Address customer requirements, identify growth opportunities, minimize churn, and boost satisfaction.

• Relay customer feedback to Product and Engineering teams to shape future improvements.

⛳️ Requirements

• Juris Doctor (JD) degree, formal legal education, or significant experience working with attorneys or legal professionals.

• Over 5 years of experience in Customer Success, Account Management, or a similar role.

• Experience, preferably within SaaS or subscription-based business frameworks.

• Ideally, experience collaborating with governmental bodies or courts.

• Thorough knowledge of the operational landscape of government agencies.

• Proficiency in navigating complex bureaucratic structures.

• Capability to address government client issues promptly while complying with government protocols.

• Familiarity with government procurement processes and compliance requirements.

• Willingness to travel up to 25% of the time.

• Preferred experience with legal technology or AI-driven platforms.

• Excellent interpersonal and communication abilities.

• Demonstrated success in building trusted customer relationships and serving as a strategic advisor.

• Experience in collaborating across Sales, Product, Marketing, and Support teams.

🏝️ Benefits

• Flexible work arrangements, including the option to work from anywhere for up to 8 weeks each year.

• Flexible vacation policies.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings options.

• Tuition reimbursement programs.

• Employee incentive initiatives.

• Resources for mental, physical, and financial wellbeing.

• Two paid volunteer days off each year.

• Comprehensive health, dental, vision, disability, and life insurance programs.

• Competitive 401(k) plan with company matching.

• Paid sick and safe time off.

• Paid holidays, including two mental health days from the company.

• Parental leave benefits.

• Sabbatical leave opportunities.

• Optional hospital, accident, and sickness insurance.

• Optional life and Accidental Death & Dismemberment (AD&D) insurance.

• Flexible Spending Accounts and Health Savings Accounts.

• Fitness reimbursement programs.

• Employee Assistance Program.

• Group Legal Identity Theft Protection benefit.

• Access to 529 Plan.

• Commuter benefits.

• Adoption and Surrogacy Assistance.

• Employee Stock Purchase Plan.

• Opportunities for pro-bono consulting projects and involvement in ESG initiatives.