Director, AI Customer Success

About the role

In the role of Director, AI Customer Success , you will: Define and Drive AI Customer Success Strategy: Lead the development and execution of a national customer success strategy focused on AI adoption, ensuring customers realize measurable value from Thomson Reuters' AI-powered solutions Lead and Develop a Customer Success Team : Build, mentor, and inspire a team of Customer Success professionals across Canada, fostering a culture of accountability, growth, and customer obsession Own Strategic Customer Relationships: Serve as an executive-level point of contact for Thomson Reuters' most strategic Canadian accounts, providing senior guidance and building long-term partnerships with key stakeholders. Champion AI Adoption and Value Realization : Partner with customers and internal teams to design scalable frameworks for AI use case development, workflow integration, and measurable outcome tracking Drive Retention and Growth: Oversee the health of the Canadian customer portfolio, setting targets and leading initiatives to reduce churn, increase satisfaction, and identify expansion opportunities across accounts Advocate for the Canadian Market : Act as the voice of the Canadian customer base, bringing market-specific insights and customer feedback to internal stakeholders including Product, Engineering, and Executive Leadership to influence roadmap and strategy Collaborate Cross-Functionally at a Senior Level : Partner with Sales, Marketing, Support, and Product leadership across Canada and globally to align on customer objectives, go-to-market strategies, and a seamless end-to-end customer experience About You You are a fit for the role of Director, AI Customer Success if your background includes: Leadership Experience: Demonstrated experience leading and scaling customer success, account management, or professional services teams, ideally within a SaaS or subscription-based environment. Experience managing managers is an asset Legal Industry Expertise : A law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals, with particular exposure to large law firms in the Canadian market is strongly preferred AI and Technology Acumen : A strong understanding of AI-driven platforms and legal technology, with the ability to articulate complex AI concepts to both technical and non-technical audiences and stay ahead of emerging trends Strategic Vision: Proven ability to develop and execute customer success strategies at scale, translating business objectives into actionable programs that drive adoption, retention, and growth Executive Relationship Building : Exceptional interpersonal and communication skills, with a track record of building trusted, long-term relationships with senior and C-suite stakeholders Data-Driven Decision Making : Ability to leverage customer health metrics, usage data, and business insights to prioritize team efforts, identify risks, and report on portfolio performance to senior leadership Cross-Functional Influence: Experience collaborating and influencing at a senior level across Sales, Product, Marketing, and Support to drive alignment and deliver a cohesive customer experience Canadian Market Knowledge : Familiarity with the Canadian legal landscape and business environment, including any relevant regional nuances, is strongly preferred #LI-AY1 New Position: This position is open due to an existing vacancy to support our evolving business needs. 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 pla