Customer Success Manager, Government

The Customer Success Manager, Government will engage with customers to understand their business goals, develop tailored strategies and drive successful adoption of Thomson Reuters’ legal AI solutions.

This role will be specifically aimed at supporting Federal or State and Local courts and/or government customers in their adoption and use of TR Legal AI solutions.

Key Responsibilities:

• Strategic Relationships: Engage regularly with senior executives to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
• Customer Success Plan: Jointly create success plans with customers to deliver value and outcomes from Thomson Reuters’s legal AI solutions.
• Transform Legal Workflows with AI: Collaborate with customers to identify their specific business challenges and design tailored workflows / use cases that deliver sustained value from Thomson Reuters' legal AI solutions.
• Change Management: Partner with customers to help gain executive sponsorship, identify champions and define change management strategies to help transform the work of attorneys at large law firms.
• Drive Adoption: Partner with customers to ensure users are trained appropriately (leveraging TR customer education managers) and define mutual strategies to grow adoption of the TR Legal AI solutions.
• Lead Executive Business Reviews: Capture value delivered to customers from TR Legal AI solutions, lead executive business reviews and develop the joint roadmap for success with customers.
• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.

Required Qualifications:

• Education and Experience: You have a law degree, formal legal education, or substantial experience working with attorneys or legal professionals, ideally in governmental organizations or courts. Additionally, you have 5+ years’ experience in Customer Success, Account Management, or a related role, ideally within SaaS or subscription-based business models.
• Government Knowledge: In-depth understanding of government agencies’ operating environment, including experience navigating complex bureaucracies; strong sense of urgency in addressing government customer issues and concerns in a timely manner, while adhering to government protocols; and understanding of government procurement processes and compliance requirements.
• Travel: Ability to travel up to 25%

Preferred Qualifications

• Curiosity in technology/AI developments: Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legal tech.
• Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
• Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.
• Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.

What's in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact: Make an impact in your community with our Social Impact Institute.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

The target total cash compensation range for this role is $93,100 USD - $172,900 USD.