Job Description

Ready to turn trusted qualified-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, solid project management, and data-driven execution to embed AI into real legal workflows. This role will be based in Australia.

Key Responsibilities

In this opportunity as a Customer Success Manager, AI & Legal Solutions (Australia), you will:

- 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

You’re a fit for the role of Customer Success Manager, AI & Legal Solutions (Australia) if you have the following 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.

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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 manag

📌 Customer Success Manager (Melbourne)
🏢 Thomson Reuters
📍 Melbourne