Customer Success Manager, CoCounsel (State & Local Courts)

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)

2900 Ames Crossing Road (Show on map)
Jun 17, 2025
Thomson Reuters is seeking a Customer Success Manager to join our government Customer Success team for the CoCounsel product. This role focuses on post-sale customer engagement, onboarding, and ensuring clients maximize their use of Thomson Reuters generative AI products. This role will be specifically aimed at supporting state and local courts and/or government customers in their adoption and use of CoCounsel. It's critical for our CSMs to understand Customer Success best practices for driving SaaS software adoption. For this role specifically, it is also critical to understand the type of work performed by state and local courts and government customers to help these clients identify the right use cases for CoCounsel. You will establish and maintain long-term relationships with these clients and ensure there is consistent contact and maximum product usage. About the Role: In this role as a Customer Success Manager, you will: Onboard and train government personnel on our software, including developing customized training programs to serve specific client needs Regularly meet and communicate with government personnel to ensure that their needs are being met and that each client is realizing the full value of our software Manage CoCounsel accounts for the government segment to ensure that the customer's needs are being met at all times, including offering tailored software solutions to address specific needs and pain points and working with Engineering & Product teams to achieve their objectives Support the customers in their use of CoCounsel by answering questions about product usage and troubleshooting technical issues Work with our product and engineering teams to ensure that the courts' needs are being met by new product features Communicate with internal departments, including sales, customer supporting, and marketing, to ensure that the company is meeting the needs of government customers Develop long-term strategies to ensure that the government customers are satisfied with our software About You You're a fit for the Customer Success Manager role if your background includes: A law degree and/or substantial experience working with government/court customers Experience working in legal technology and/or with AI-based software platforms Strong presenting and communication skills with experience training and interacting with customers regularly A strong interest in learning about new technology and software - we offer a suite of cutting-edge A.I.-based software products A personable, positive attitude, and enjoy problem-solving and helping customers Enjoyment from working on cross-functional teams and contributing to broader outcomes - particularly ones focused on positive customer experiences #LI-BS1 What's in it For You? 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. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $104,300 - $193,700. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This job posting will close 08/17/2025. 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. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.