Legal Content Customer Success Manager

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Provide support to customers utilizing Thomson Reuters’ Corporate Legal suite, including enterprise and strategic clients.

• Act as a subject matter expert on the AI-enabled CoCounsel suite.

• Execute the customer success strategy for designated clients.

• Collaborate to create Customer Success Plans (CSPs).

• Conduct executive business reviews (EBRs).

• Showcase customer value and drive tangible outcomes.

• Identify and address risks while fostering and enhancing customer relationships.

• Serve as a product authority at industry events, Thomson Reuters conferences, webinars, and both virtual and in-person engagements.

• Partner with digital strategy to enhance customer enablement.

• Create training materials to educate Thomson Reuters employees.

• Develop and present business plans.

• Monitor and report on market activities and competitor actions.

• Represent Customer Success in cross-departmental meetings.

• Collaborate with pertinent internal and external stakeholders.

• Utilize Gainsight, Salesforce, and Gong to oversee client data, pipeline, and financial forecasts.

• Promote adoption, expedite time-to-value, and facilitate growth within assigned customer portfolios.

• Design scalable playbooks, processes, and training resources for the wider team.

⛳️ Requirements

• Over 3 years of experience managing Customer Success portfolios or teams; experience in SaaS is preferred.

• Background in Business, Law, Computer Science, Consulting, Engineering, or a related field is advantageous.

• Proven experience in delivering favorable customer outcomes through value stories and customer endorsements.

• Familiarity with success metrics and the ability to quantify and communicate results for enterprise/strategic accounts.

• Demonstrated success in driving retention, adoption, and expansion with enterprise or strategic accounts.

• Practical experience with Gong and Salesforce or comparable CS/CRM platforms.

• Previous experience in legal technology or direct collaboration with legal professionals, law firms, or corporate legal departments is highly desired.

• Understanding of legal workflows, terminology, and prevalent challenges.

• Functional and technical expertise in GenAI systems and AI prompting engineering, especially for legal research, drafting, and analysis.

• Strong executive presence, communication, stakeholder management, and facilitation abilities for EBRs and executive check-ins.

• Excellent business acumen, customer journey management, conflict resolution, and problem-solving skills.

• A Bachelor’s degree is mandatory.

• Willingness to travel 25% of the time.

• Juris Doctor, master’s degree, and legal experience are preferred.

🏝️ Benefits

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

• Flexible vacation policy.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings options.

• Tuition reimbursement programs.

• Employee incentive initiatives.

• Resources supporting mental, physical, and financial wellbeing.

• Two paid volunteer days off each year.

• Opportunities for pro-bono consulting projects.

• Participation in Environmental, Social, and Governance (ESG) initiatives.

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

• Competitive 401k plan with company matching contributions.

• Paid sick and safe leave.

• Paid holidays, including two company mental health days.

• Parental leave options.

• Sabbatical leave opportunities.

• Optional hospital, accident, and sickness insurance.

• Optional life and AD&D insurance.

• Flexible Spending and Health Savings Accounts available.

• Fitness reimbursement program.

• Employee Assistance Program access.

• Group Legal Identity Theft Protection benefit.

• Access to a 529 Plan.

• Commuter benefits.

• Assistance for Adoption & Surrogacy.

• Employee Stock Purchase Plan.

• Career development, ongoing learning, and skills enhancement programs.

• A culture of inclusion and belonging.

• Programs supporting work-life balance.