Customer Success Manager, Cocounsel

7 months ago


Toronto, Canada Thomson Reuters Full time

**Customer Success Manager, CoCounsel**

**About the Role**

Thomson Reuters is looking for a Customer Success Manager to join our Customer Success team, working on the CoCounsel product. In this role you will be working with customers post-sales and assisting with onboarding and trainings. It’s critical for our CSMs to understand Customer Success best practices for driving SaaS software adoption. You will establish and maintain long-term relationships with clients and ensure there is consistent contact and maximum product usage.

**As the Customer Success Manager, you will**:

- Onboard and train clients on our software, including developing customized training programs to serve specific client needs
- Regularly meet and communicate with clients to ensure that their needs are being met and that each client is realizing the full value of our software
- Manage client accounts to ensure that customer needs are being met at all times, including offering tailored software solutions to address specific client needs and pain points and working with Engineering teams to achieve their objectives
- Provide support to clients by answering questions about product usage and troubleshooting technical issues
- Work with our product and engineering teams to ensure that clients’ 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 client needs
- Develop long-term strategies to improve client satisfaction and increase retention rates
- Clearly understand each clients use case and make the appropriate software recommendations

**A**bout You**
- You have a law degree or formal legal education and/or substantial experience working with law firms and attorneys
- Experience working in transactional law preferred, but not required
- Ideally, you have worked in legal technology and/or with AI-based software platforms
- You have strong presenting and communication skills with experience training and interacting with customers regularly
- You are interested in learning about new technology and software - we offer a suite of cutting-edge A.I.based software products
- You are personable, have a positive attitude, enjoy problem-solving, and helping customers
- You enjoy working on cross-functional teams and contributing to broader outcomes-particularly ones focused on positive customer experiences

**What's in it For You?**

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
**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

**Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; employee incentive programs; resources for mental, physical, and financial wellbeing; and more

**Culture**:Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

**Learning & Development**:LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

**Social Impact**:Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

**Purpose Driven Work**:We have a superpower that we’ve never talked about with as much pride as we should - we are one of the only companies on the planet 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.

LI-DM1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

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 that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairnes



  • Toronto, Canada Thomson Reuters Full time

    **About the Role** Thomson Reuters is looking for a Customer Success Manager to join our Customer Success team, working on the CoCounsel products. In this role you will be working with government customers post-sales and assisting with onboarding and trainings. It’s critical for our CSMs to understand Customer Success best practices for driving SaaS...


  • Toronto, Canada Messagepoint Full time

    **Customer Success Manager** **About Us**: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business...


  • Toronto, Canada CrowdRiff Full time

    **What’s CrowdRiff?** Great visuals tell stories that touch hearts, open minds, and even influence what we buy, eat, and do. That’s why CrowdRiff exists: to connect brands and consumers alike with the captivating imagery that makes a real impact. As a market leader in travel and tourism technology, we help get people excited to scuba dive in Tahiti,...


  • Toronto, Canada Messagepoint Full time

    **About Us**: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business users such as marketers, CX...


  • Toronto, Canada Daifuku Co Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...


  • Toronto, Canada Achievers Full time

    The Customer Success team supports the client’s adoption and continued success with The Achievers Employee Experience Platform. This team partners with clients to develop long-term relationships, providing service support to ensure the success of their Employee Experience programs. Technology can transform the way companies interact with their employees,...


  • Toronto, Canada CXApp US, Inc. Full time

    Salary: **Who We Are**: At CXApp, we are the innovators of Indoor Intelligence, delivering actionable insights for people, places and things. Our flagship product the “CXApp” is a workplace experience platform for the enterprise. Our technologies and solutions help enterprise customers deliver a comprehensive business journey in a work ‘from-anywhere'...


  • Toronto, Canada Hypercare Inc. Full time

    **Background** Hypercare is a mobile and web communication and collaboration platform for healthcare professionals to help alleviate many of the time-wasting frustrations that clinicians face on a daily basis. The solution allows for real-time scheduling, on-call management and secure messaging on any device - all designed to help seamlessly improve...


  • Toronto, Canada Accedo Full time

    The TV industry is currently being disrupted and the streaming video market is growing fast. Accedo is at the epicenter of the transformation since we deliver rich media apps on multiple platforms ranging from Smart TVs, gaming consoles, and media devices to smartphones and tablets. Accedo’s customers include global media brands such as Peloton, Showtime,...


  • Toronto, Canada Accedo Full time

    **About The Position** The TV industry is currently being disrupted and the streaming video market is growing fast. Accedo is at the epicenter of the transformation since we deliver rich media apps on multiple platforms ranging from Smart TVs, gaming consoles and media devices to smart phones and tablets. Accedo’s customers include global media brands...


  • Toronto, Canada ResQ Full time

    **ResQ**was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...


  • Toronto, Canada ResQ Full time

    **ResQ **was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...


  • Toronto, Canada SysAid Technologies Full time

    SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and...


  • Toronto, Canada Method:CRM Full time

    Method understands that businesses are unique and so it is our vision to create a small business platform that is easily personalized for each of our customers. Our flagship product is Method: CRM, a web app made specifically for small businesses using QuickBooks accounting software, built entirely using Method’s no-code platform. **Opportunity - Customer...


  • Toronto, Canada Juniper Networks Full time

    **Location: Virtual/Remote Canada** This is an exciting opportunity to get in early on Juniper Networks’ transformation to delivering experience first networking, and helping customers get the very best value from our products. At Juniper, we believe that to realize our company vision, Connect Everything and Empower Everyone, we need the extraordinary...


  • Toronto, Canada conversationHEALTH Full time

    Hi! We’re ** conversationHEALTH**, a part of ** Real Chemistry**, a global health innovation company powering millions of A.I conversations - making the world a healthier place for all. Our SaaS products and consulting services are helping pharmaceutical and biotech companies reimagine how they engage Health Care Practitioners, patients, and...


  • Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion and upselling. You’ll combine consultative selling with a...


  • Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion and upselling. You’ll combine consultative selling with a...


  • Toronto, Canada Auvik Networks Full time

    **Why should you consider joining Auvik?**: - **You want to work at a company that is building impactful, relevant technology.** Auvik's network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It's more important than ever to be able to remotely monitor and manage network infrastructure,...


  • Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...