Customer Success Manager

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. This role will be based in Australia.

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.
• A proactive, data-driven Customer Success professional who can engage credibly with senior legal stakeholders and confidently drive change within complex organisations.
• You combine strategic relationship management with disciplined execution, helping customers move seamlessly from onboarding to adoption, measurable business outcomes, long-term retention, and growth.

Preferred Qualifications

• Legal qualification (e.g., law degree) preferred. We also welcome candidates with strong B2B SaaS Customer Success experience supporting legal customers, legal operations, KM, practice innovation, or regulated/professional services environments.

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: flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, 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. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency.