Customer Success Manager - AI & Legal Solutions (MEA)

About the role

Thomson Reuters is hiring a Customer Success Manager for its AI & Legal Solutions portfolio across the Middle East and Africa, based in Dubai. The role turns professional-grade AI products into measurable outcomes for legal customers, drives adoption from first value to scaled rollout, and builds executive-level relationships that support renewals and expansion.

Key responsibilities

• Build and maintain multi-threaded relationships with legal, innovation, KM, IT and leadership stakeholders, developing champions and aligning executives on measurable outcomes.
• Lead onboarding and implementation end-to-end (entitlements, training, rollout planning) and drive ongoing adoption by embedding CoCounsel into priority legal workflows.
• Identify, validate and scale new use cases, quantify and communicate ROI through agreed success metrics and QBR-style business reviews.
• Manage a portfolio of law firms and corporate legal departments across the Middle East and Africa, tailoring approaches to local practice areas, content sets and regulatory expectations.
• Work across multiple countries, cultures and time zones, and coordinate with third-party implementation partners and resellers.
• Capture customer voice and feed it to leadership, strategy, sales, proposition, presales, marketing and product teams.
• Support proofs of concept and trials, resolve issues cross-functionally, and present project status to prospects and clients.

Required profile

• 4+ years in Customer Success, Account Management or Implementation in B2B SaaS, owning onboarding, adoption and retention outcomes.
• Experience with legal customers or in a legal/regulated professional services environment.
• Demonstrated ownership of the customer lifecycle and cross-functional collaboration with channel and implementation partners.
• Fluent written and spoken English; willingness to travel regularly across the Middle East and Africa.
• Preferred: legal qualification or 3+ years in a law firm or in-house legal team, hands-on experience with legal software or AI legal solutions, and Arabic or French.

Required skills

• Ability to quickly learn AI platforms and turn business goals into use cases.
• Product/technical aptitude and triage of common issues.

What we offer

• Hybrid work model for office-based roles.
• Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
• Benefits including flexible vacation, two company-wide mental health days, Headspace access, retirement savings, tuition reimbursement and incentive programs.