This role is for a Customer Success Manager to drive measurable outcomes for South Korean legal customers using CoCounsel and related AI solutions. You will translate business goals into success plans, drive adoption from initial value to scaled rollout, and build executive-level relationships to ensure renewals and expansion. The position combines consultative customer leadership, strong project management, and data-driven execution to embed AI into legal workflows.
Responsibilities
Build and maintain relationships across legal, innovation, knowledge management, IT, and leadership teams
Develop internal champions and align executive stakeholders on measurable outcomes
Lead onboarding and implementation from start to finish, including entitlements, training, and rollout planning
Drive ongoing adoption by building CoCounsel into priority legal workflows and practice group routines
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
Coordinate cross-functional problem-solving, keep communication and timelines on track, and maintain plans to manage risk
Prepare and deliver project presentations and status reports for prospects and clients
Support targeted deals by running proofs of concept and facilitated trials
Capture customer feedback and share it with the relevant Thomson Reuters teams, including leadership, strategy, sales, proposition, presales, customer success, marketing, and product
Requirements
7+ years in Customer Success, Account Management, or Implementation at a business software company (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
Nice to have:
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
Benefits
Flexible hybrid working environment (2-3 days a week in the office depending on the role)
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Flex My Way supportive workplace policies for managing personal and professional responsibilities
Work from anywhere for up to 8 weeks per year
Grow My Way programming and skills-first approach for continuous learning and skill development
Comprehensive benefit plans
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Globally recognized, award-winning reputation for inclusion and belonging, flexibility, and work-life balance
Two paid volunteer days off annually
Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives
Important Details
Work location: South Korea
About the Company
Thomson Reuters informs the way forward by bringing together trusted content and technology for decision-making. They serve professionals across legal, tax, accounting, compliance, government, and media, empowering them with specialized software and insights. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. The company is powered by 26,000 employees across more than 70 countries.
