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.