Senior Customer Success Manager, Legal AI

Thomson Reuters

. Act as a trusted advisor to customers and understand their business goals .

Posted 11/10/2026full-timeRemote • United StatesSenior💰 $123,200 - $228,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success within the legal technology sector, leveraging a formal legal education or extensive experience to develop tailored AI solutions and drive customer satisfaction. Proven ability to engage with senior executives, create success plans, and foster cross-functional collaboration.

Highest-signal resume keywords

Customer Success ManagementLegal Technology ExpertiseStrategic Advisory SkillsCross-Functional CollaborationChange Management Strategies

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Legal Education (JD)Customer SuccessConsultingAccount ManagementAI Workflows DesignSaaS ExperienceExecutive Business ReviewsCustomer Success PlansLegal AI SolutionsChange Management

Soft Skills

Interpersonal SkillsCommunication SkillsProblem-SolvingRelationship BuildingPersonable Approach

Tools & Technologies

AI-Driven PlatformsLegal AI Solutions

Industry Keywords

Legal TechnologyLarge Law FirmsCustomer JourneyExecutive SponsorshipCustomer Feedback

About the role

Key responsibilities & impact

Act as a trusted advisor to customers and understand their business goals
Develop tailored solutions and customized engagement approaches for large and complex customers
Engage regularly with senior executives and provide strategic guidance throughout the customer journey
Jointly create customer success plans to deliver value and outcomes from Thomson Reuters’ legal AI solutions
Identify business challenges and design tailored AI workflows and use cases
Help customers gain executive sponsorship, identify champions, and define change management strategies
Ensure users are appropriately trained and develop strategies to grow adoption of legal AI solutions
Capture customer value, lead executive business reviews, and develop joint success roadmaps
Address customer needs, identify expansion opportunities, reduce churn, and drive satisfaction
Share customer feedback with Product and Engineering teams to influence future enhancements

Requirements

What you’ll need

Formal legal education (JD) or substantial experience working with legal technology, attorneys, or legal professionals
Experience with large law firms
10+ years of experience in Customer Success, consulting with legal technology, account management, or a related role
Experience with leading legal tech consulting organizations or SaaS firms
Ability to travel 25%
Familiarity with legal technology or AI-driven platforms
Strong interpersonal and communication skills
Proven ability to build trusted relationships and act as a strategic advisor to customers
Proactive, personable approach to problem-solving
Experience working cross-functionally with Sales, Product, Marketing, and Support teams

Benefits

Comp & perks

Flexible work arrangements, including work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Headspace app access
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Pro-bono consulting project opportunities
Environmental, Social, and Governance (ESG) initiative opportunities
Health, dental, vision, disability, and life insurance programs
401k plan with company match
Sick and safe paid time off
Paid holidays
Parental leave
Sabbatical leave
Optional hospital, accident and sickness insurance
Optional life and AD&D insurance
Flexible Spending and Health Savings Accounts
Fitness reimbursement
Employee Assistance Program
Group Legal Identity Theft Protection benefit
529 Plan access
Commuter benefits
Adoption & Surrogacy Assistance
Employee Stock Purchase Plan