Customer Success Manager, AI Solutions
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 Auckland or Wellington.
About the Role
In this opportunity as Customer Success Manager, AI Solutions, you will:
Stakeholder alignment: Build multi-threaded relationships across Legal, Innovation, KM, IT, and senior leadership; develop champions and align executives on clear, measurable outcomes.
End-to-end implementation: Own onboarding and rollout planning (entitlements, training, communications) to ensure a smooth launch and time-to-value.
Scaled adoption: Drive day-to-day usage by embedding CoCounsel into priority legal workflows and practice-group routines through role-based enablement and repeatable adoption plays.
Value realization & ROI: Define success criteria, create success plans, and track measurable impact (e.g., time saved, adoption, matter coverage, activation) via agreed metrics and QBR-style reviews.
Customer health & retention: Monitor usage and sentiment, identify risks early, and execute recovery plans to support renewal readiness and retention.
Expansion enablement: Surface and validate new use cases, broaden stakeholder alignment, and partner with Sales to support expansions, including POCs and facilitated trials.
Cross-functional execution & Voice of Customer: Coordinate cross-functional issue resolution with proactive updates, timelines, and risk mitigation; deliver client-ready status reports/presentations and translate voice-of-customer into actionable feedback for Product and GTM teams.
About You
You’re a fit for the role of Customer Success Manager, AI Solutions if you have the following required qualifications:
Legal degree preferred
Legal practice experience: 3+ years in a law firm or in-house role, ideally with exposure to knowledge management and/or practice innovation.
B2B SaaS customer-facing experience: 4+ years in Customer Success, Account Management, or Implementation, accountable for onboarding, adoption, and retention.
Legal technology experience: Familiarity with legal software solutions and how legal teams adopt and operationalize them.
Customer lifecycle ownership: Proven capability in onboarding, success planning, adoption programs, and renewal/retention management.
Cross-functional collaboration: Strong stakeholder engagement and experience coordinating across Sales, Product, Support, and other internal teams.
Technical and product aptitude: Able to learn AI platforms quickly, translate business goals into practical use cases, and handle initial troubleshooting/triage.
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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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
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. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
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. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
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. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
