Customer Success Manager - AI & Legal Solutions

The Customer Success Manage r 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

In this opportunity as Customer Success Manager, AI & Legal Solutions (Middle East & Africa), 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 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 / Implementation in B2B SaaS (or comparable client-facing role), owning onboarding, adoption, and retention outcomes. 

• Experience supporting legal customers, or working within a legal or regulated professional services environment (law firm, in-house legal team, legal operations, knowledge management, practice innovation, or legal technology). 

• Demonstrated ownership of the customer lifecycle: onboarding, success planning, and retention management. 

• Cross-functional collaboration and stakeholder engagement, including with channel and implementation partners. 

• Product/technical aptitude: ability to quickly learn AI platforms, translate business goals into use cases, and triage common issues before handoff. 

• Fluent written and spoken English. 

• Willingness to travel regularly across the Middle East and Africa. 

Preferred qualifications : 

• Legal qualification (e.g., law degree) and/or 3+ years practising in a law firm or in-house legal team. 

• Practice innovation, knowledge management, or legal operations experience. 

• Hands-on experience with legal software or AI-enabled legal solutions. 

• Experience operating across the Middle East and Africa, or in comparable emerging and high-growth markets, with a working understanding of local legal markets, regulatory environments, and buying cycles. 

• Arabic or French language skills. 

#LI-KL1

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.