Customer Success Manager

Job Description
The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features.

Job Description
Customer Success Manager, AI & Legal Solutions (Middle East & Africa) Ready to turn trusted professional-grade AI products into real, measurable outcomes for legal customers across the Middle East and Africa? Thomson Reuters are hiring a Customer Success Manager to own outcomes for a portfolio of customers across the Middle East and Africa 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 across markets including the UAE, Saudi Arabia, Qatar, Egypt, South Africa, and Kenya. This role will be based in Dubai, United Arab Emirates.

Key Responsibilities
- 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 international and regional law firms and corporate legal departments across the Middle East and Africa, tailoring adoption approaches to local practice areas, content sets, and regulatory expectations.
- Work effectively across multiple countries, cultures, and time zones, adapting engagement to markets at different stages of legal technology maturity.
- Coordinate with third-party implementation partners and resellers operating in the region to protect delivery quality, timelines, and the customer experience.
- 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. What You'll Own (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. You're a proactive, metrics-driven Customer Success Manager who can operate credibly with senior legal stakeholders and confidently drive change inside complex organisations. You blend consultative relationship management with structured execution, turning onboarding into adoption, and adoption into measurable outcomes, retention, and growth. You're comfortable working across markets at different stages of maturity. You're a fit for the role of Customer Success Manager, AI & Legal Solutions (Middle East & Africa) if you have the following qualifications. Required Qualifications
- 4+ years in Customer Success / Account Management