Customer Success Manager (AI & Legal Solutions)

Role Overview

Thomson Reuters is hiring a Customer Success Manager to own outcomes for a portfolio of Singapore customers using AI solutions. The role will involve building and maintaining relationships, leading onboarding and implementation, and driving adoption of AI solutions in real legal workflows.

What You Will Do

The Customer Success Manager will be responsible for building and maintaining multi-threaded relationships, leading onboarding and implementation, and driving adoption of AI solutions in real legal workflows. They will also be responsible for identifying, validating, and scaling new use cases, and communicating the voice of the customer to relevant TR functions.

Why It Might Be a Fit

The ideal candidate will have a strong background in customer success, account management, or implementation, and experience working across different functions and stakeholders. They will also have a strong product/technical aptitude and be able to quickly learn about AI platforms and troubleshoot common issues.

Requirements

• Legal qualification (e.g., Law Degree) preferred
• 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)
• 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

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