# Customer Success Manager, AI & Legal Solutions (Australia) **Company**: Thomson Reuters **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Customer Service **Industry**: Legal **Apply**: https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Australia-Pyrmont-New-South-Wales/Customer-Success-Manager---AI---Legal-Solutions_JREQ203417?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_8fda2c47-519 ## Description Ready to turn trusted professional-grade AI products into real, measurable outcomes for Australian legal customers? Thomson Reuters are hiring a Customer Success Manager to own outcomes for a portfolio of Australian customers using AI solutions, translating business goals into measurable success plans, driving adoption from first value to scaled rollout, and building executive-level relationships that make renewals and expansion a natural next step. You'll combine consultative customer leadership, strong project management, and data-driven execution to embed AI into real legal workflows. **Key Responsibilities** - Build and maintain multi-threaded relationships across legal, innovation, KM, IT, and leadership; develop champions and align executive stakeholders on measurable outcomes. - Lead onboarding and implementation end-to-end (entitlements, training, rollout planning), then drive ongoing adoption by embedding CoCounsel into priority legal workflows and practice group routines. - Proactively identify, validate, and scale new use cases; quantify and communicate ROI through agreed success metrics and QBR-style business reviews. - Manage a portfolio spanning national and mid-market law firms and corporate legal departments across Australia, tailoring adoption approaches to local practice areas, content sets, and regulatory expectations. - Capture and communicate voice of the customer to relevant TR functions including leadership, strategy, sales, proposition, presales, customer success, marketing and product teams. - Support targeted deals by supporting Proofs of Concept and facilitated trials. - Coordinate cross-functional resolution and maintain proactive communication, timelines, and risk mitigation plans. - Prepare and deliver project presentations and project status reports to prospects and clients. **Outcomes** - **Value realisation:** define success outcomes with each customer, build success plans, and deliver measurable impact (time saved, workflow adoption, matter coverage, user activation). - **Adoption at scale:** drive end-user enablement and “day-to-day” usage through role-based training, champions, and repeatable adoption plays. - **Customer health & renewal readiness:** monitor product usage and sentiment, identify risks early, and execute recovery plans to protect retention. - **Expansion signal creation:** uncover new use cases, broaden stakeholder alignment, and partner with Sales to progress expansions. - **Voice-of-customer:** turn customer insights into actionable feedback for Product, Proposition, and GTM teams. **Required Qualifications** - 3+ years practising in a law firm or in-house team, preferably including practice innovation or knowledge management experience. - 4+ years in Customer Success / Account Management / Implementation in B2B SaaS (or comparable client-facing role), owning onboarding, adoption, and retention outcomes. - Experience with legal software solutions. - Customer experience (onboarding, success planning and retention management). - Cross collaboration, experience working across different functions and successful stakeholder engagement. - Product/technical aptitude: ability to quickly learn about AI platforms, translate business goals into use cases and troubleshoot/common triage before handoff. - Working knowledge of the Australian legal market and willingness to travel domestically as required. **Preferred Qualifications** - Legal qualification (e.g., law degree) preferred. **What's in it For You?** - Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. - 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. ## Skills ### Required - Customer Success - Account Management - Implementation - B2B SaaS - Legal software solutions - Project management - Data-driven execution - AI platforms ### Nice to have - Legal qualification --- Source: [Apply at thomsonreuters.wd5.myworkdayjobs.com](https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Australia-Pyrmont-New-South-Wales/Customer-Success-Manager---AI---Legal-Solutions_JREQ203417?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)