Elena Makower
Enterprise AI Adoption Leader | Scaling Generative AI Across Global Law Firms | Enterprise Customer & Revenue Growth
- Role
- Director, Customer Success at Thomson Reuters
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Elena Makower
Award-winning, results-driven, strategic client management, customer success, and business development leader and attorney with extensive experience in B2B SaaS, who is passionate about customer experience (CX) and seeing the world through the eyes of the customer. Extensive experience in new business acquisition, retention, revenue growth, and adoption, resulting in consistent performance above 100%.Expertise:Customer Success Customer Experience Account Management Client Management Sales Upsells & Renewals Customer Success & Sales Enablement Playbooks/Standard Operating Procedures Pitch Decks Business Reviews Enterprise Accounts Client Retention Best Practices Use Case & Success Stories C-Level & Executive Presentations Voice of the Customer Consultative Presentations & Selling Industry Trends Discussions Legal Workflow Solutions Efficiency, Productivity, Profitability & Integration Tools B2B SaaS Cross-functional Teams Management Mentoring Leadership
Experience
Director, Customer Success
Jul 2025 — Present · Los Angeles, CA, US
I lead a team of Customer Success Managers across the US, UK, and Canada, focused on accelerating adoption and measurable business outcomes for CoCounsel and Thomson Reuters\' legal AI capabilities with global and large law firms. My team partners with law firm executives, innovation teams, KM, practice leaders, and attorneys to translate AI into workflow impact, improving time-to-value, utilization, and value realization across core legal work.• Drive legal AI adoption at scale: onboarding, enablement, use-case rollout, and change management. 2025 results:+275% monthly active uses,+90% utilization,+50% skills per user.• Own customer outcomes through structured success planning and executive engagement, aligning CoCounsel adoption to KPIs such as attorney productivity, profitability, turnaround time, quality, efficiency, and new business generation.• Build repeatable AI adoption programs and playbooks (use-case libraries, enablement pathways, stakeholder alignment, governance guidance, QBR/EBR frameworks) to standardize delivery and scale impact.• Partner cross-functionally with Sales, Product, Solutions Engineering, Support, Professional Services, and Marketing to strengthen the customer experience and deliver actionable feedback that improves legal AI product value.• Monitor adoption and health using leading indicators (activation, feature utilization, frequency/breadth of use) to proactively support renewals, retention, and expansion within global and large law firms.• Champion responsible AI and customer trust by supporting governance, training, and practical guardrails for secure, compliant use in legal workflows.Thomson Reuters is an AI and technology company empowering professionals with trusted content and workflow automation to know now and navigate what’s next.
Education
University of California, College of the Law, San Francisco (formerly UC Hastings)
J.D.
UCLA
B.A., Political Science
Skills
- Sales Management
- Sales
- Salesforce.com
- Litigation Support
- Westlaw
- Legal Research
- Corporate Law
- Licensing
- Professional Services
- Account Management
- Due Diligence
- Business Development
- Negotiation
- Intellectual Property
- Strategic Partnerships
- Contract Negotiation
- Litigation
- New Business Development
- Solution Selling
- Mergers & Acquisitions
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