Customer Success Manager
カスタマーサクセスマネージャー

This role focuses on onboarding, enablement, and proactive customer care for contracted clients of our legal products: the comprehensive online legal databases Westlaw (Japanese and common law), the global legal know-how database Practical Law, and the generative AI legal assistant CoCounsel. You will provide ongoing support through renewal, driving adoption and value realization. Your mandate is to execute customer success activities grounded in close client communication, with the goals of maximizing Customer Lifetime Value (LTV) among existing clients and minimizing attrition.

You will also build and maintain strong relationships with key customers to enhance satisfaction and create upsell and cross-sell opportunities. Partner closely with the Sales, Marketing, and Proposition teams to develop and execute strategies that maximize Net Revenue Retention (NRR). Your primary focus will be on the corporate segment, covering both Enterprise and SMB accounts.

本職務は、当社の法務関連製品をご契約いただいている顧客に対するオンボーディング、活用支援、そして積極的なカスタマーケアに重点を置いています。対象製品には、日本法およびコモン・ローを網羅したオンライン法情報データベース「ウエスト・ロー」、グローバルな法務ノウハウデータベース「プラクティカル・ロー」、そして生成AIによる法務アシスタント「コカウンセル」が含まれます。契約更新を通じて継続的なサポートを提供し、製品の活用促進と価値の最大化を図ります。顧客との密接なコミュニケーションを基盤としたカスタマーサクセス活動を実行し、既存顧客の顧客生涯価値(LTV)の最大化と離脱率の最小化を目指します。

また、主要顧客との強固な関係を構築・維持し、満足度の向上とアップセル・クロスセルの機会創出に貢献します。営業、マーケティング、プロポジションチームと緊密に連携し、純収益維持率(NRR)の最大化を目指した戦略の策定・実行を行います。主な対象は法人セグメントであり、大企業および中小企業アカウントの両方を担当します。

About the Role

In this opportunity as a Customer Success Manager, you will:

• Deeply engage with client organizations, expand relationships and engagement, and drive contract renewals.
• Identify and create upsell and cross-sell opportunities to maximize revenue.
• Provide the sales team with insights on customer status and trends observed from usage analytics to strategically advance upselling and cross-selling.
• Negotiate price increases with clients at the time of renewal.
• Execute CX programs such as onboarding, user training, and consulting for clients, and develop supporting materials.
• Develop and execute plans to drive adoption and customer retention. Implement improvement actions based on NPS results.
• Plan events and webinars for existing clients.
• Respond to inquiries from existing clients
• Prepare renewal-related documents, including quotes and order forms
• Manage accounts and personal tasks using
• Targets: Achieve Net Revenue Retention (NRR) targets, retention targets, upsell and cross-sell lead generation; Achieve targets price increase rate at renewal Improve NPS (Net Promoter Score)

職務について

カスタマーサクセスマネージャーとしての本ポジションでは、以下の業務を担当していただきます。

• クライアント企業と深く関わり、関係性とエンゲージメントを拡大し、契約更新を推進する
• アップセルおよびクロスセルの機会を特定・創出し、収益の最大化を図る
• 利用状況の分析から得られる顧客のステータスや傾向に関するインサイトを営業チームに提供し、戦略的なアップセル・クロスセルを支援する
• 契約更新時に顧客との価格改定交渉を行う
• オンボーディング、ユーザートレーニング、コンサルティングなどのCXプログラムを実行し、関連資料を作成する
• 製品の利用促進と顧客維持を目的とした計画を策定・実行し、NPS(ネット・プロモーター・スコア)結果に基づく改善施策を実施する
• 既存顧客向けのイベントやウェビナーを企画・運営する
• 既存顧客からの問い合わせに対応する
• 見積書や注文書など、契約更新に関連する書類を作成する
• Salesforce.comを活用してアカウントおよび個人業務を管理する

■ 目標指標:純収益維持率(NRR)目標の達成、顧客維持率の向上、アップセル・クロスセルのリード創出、契約更新時の価格改定率の目標達成、NPS(ネット・プロモーター・スコア)の改善

About You 

You are a good fit for the role if you have:

• Dedication to the legal profession and a strong willingness to build effective business relationships
• Excellent communication skills to convey product and service strengths and the benefits clients can gain from them
• Ability to articulate how the products can play a key role as appropriate solutions to clients' challenges
• Technology literacy to engage in conversations about generative AI and legal tech
• Strong determination to achieve goals and the ability to deliver results. Both a self-starter and a team player
• Flexible and adaptable mindset and attitude
• Ability to manage time effectively and prioritize tasks.
• Languages: Japanese: Fluent (able to conduct business discussions with clients and create materials in Japanese) and English: Intermediate to Advanced
• 3+ years of hands-on experience in Customer Success, Account Management, or Post-Sales (Sales or Inside Sales experience is a plus)
• Basic understanding of generative AI and machine learning
• Proficiency with PC (Windows) and MS Office products (Teams, Excel, Word, Outlook, PowerPoint) Experience using CRM/SFA systems experience is a plus)

ご自身について

以下の条件に当てはまる方は、本ポジションに適しています。

• 法律業界への強い関心と、効果的なビジネス関係を構築する意欲
• 製品やサービスの強み、およびそれらが顧客にもたらすメリットを的確に伝える優れたコミュニケーション能力
• 製品が顧客の課題に対する適切なソリューションとして、どのように役立つかを明確に説明できる能力
• 生成AIやリーガルテックに関する会話に対応できるテクノロジーリテラシー
• 目標達成への強い意志と成果を出す力。自発的に行動でき、チームでも協力できる方
• 柔軟で適応力のある思考と姿勢
• 時間を効果的に管理し、業務の優先順位をつけられる能力
• 言語スキル:日本語(ビジネスレベルでの会話および資料作成が可能)/英語(中級〜上級レベル)
• カスタマーサクセス、アカウントマネジメント、ポストセールスの実務経験3年以上(営業またはインサイドセールスの経験があれば尚可)
• 生成AIおよび機械学習に関する基本的な理解
• PC(Windows)およびMicrosoft Office製品(Teams、Excel、Word、Outlook、PowerPoint)の操作スキル。CRM/SFAシステムの使用経験(Salesforce.comの経験があれば尚可)

#LI-SC1

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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