Customer Success Manager

Job Description

Ready to turn trusted professional-grade AI products into real, measurable outcomes for South Korean legal customers?

Thomson Reuters is hiring a Customer Success Manager to own outcomes for a portfolio of South Korean legal customers using CoCounsel and related AI solutions. You will translate business goals into measurable success plans, drive adoption from first value to scaled rollout, and build executive-level relationships that make renewals and expansion a natural next step. You will combine consultative customer leadership, strong project management, and data-driven execution to embed AI into real legal workflows.

You are a proactive, metrics-driven Customer Success manager who can operate credibly with senior legal stakeholders and confidently drive change inside complex organizations. You blend consultative relationship management with structured execution, turning onboarding into adoption, and adoption into measurable outcomes, retention, and growth.

This role will be based in South Korea.

Key Responsibilities

In this opportunity as a Customer Success Manager, Legal, you will:

• Relationships: Build and maintain relationships across legal, innovation, knowledge management, IT, and leadership teams. Develop internal champions and align executive stakeholders on measurable outcomes.
• Onboarding and Adoption: Lead onboarding and implementation from start to finish, including entitlements, training, and rollout planning. Then drive ongoing adoption by building CoCounsel into priority legal workflows and practice group routines.
• Use Cases and Return on Investment: Proactively identify, validate, and scale new use cases. Measure and communicate return on investment against agreed success metrics, including in quarterly business review-style reviews.
• Project Coordination: Coordinate cross-functional problem-solving, keep communication and timelines on track, and maintain plans to manage risk.
• Presentations and Reporting: Prepare and deliver project presentations and status reports for prospects and clients.
• Sales Support: Support targeted deals by running proofs of concept and facilitated trials.
• Voice of the Customer: Capture customer feedback and share it with the right Thomson Reuters teams, including leadership, strategy, sales, proposition, presales, customer success, marketing, and product.

Required Qualifications

You are an ideal fit for the Customer Success Manager, Legal role if your experience includes:

• 7+ years in Customer Success, Account Management, or Implementation at a business software company (software as a service, or SaaS), or in a comparable client-facing role, owning onboarding, adoption, and retention outcomes.
• Experience with legal software solutions.
• Customer experience across onboarding, success planning, and retention management.
• Cross-functional collaboration, with experience working across teams and engaging stakeholders successfully.
• Product and technical aptitude: the ability to learn AI platforms quickly, translate business goals into use cases, and troubleshoot common issues before handing off.

Preferred Qualifications

• A legal qualification, such as a law degree, or at least 3 years practising in a law firm or in-house legal team, ideally with practice innovation or knowledge management experience.
• Customer Success experience supporting legal customers, legal operations teams, knowledge management, practice innovation, or regulated and professional services organizations.

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.