Legal Content Customer Success Manager

Job Description The Legal Content Customer Success Manager supports customers across our Corporate Legal suite of products, including a foucsed portfolio of enterprise and strategic customers. The ideal candidate is comfortable engaging with executives at our largest customers—setting direction for the team, modeling best-in-class customer and product success practices and rolling up their sleeves to drive outcomes for our customers. You'll be able to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins.

You will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.

Key Responsibilities In this opportunity as a Legal Content Customer Success Manager, you will be responsible for:

• Being a deep product expert on our AI-enabled CoCounsel suite of products. Delivering all aspects of the customer success motion to assigned customers, in combination with deep CoCounsel product expertise.
• Including, but not limited to: co-creating customer success plans, delivery executive business reviews, demonstrate value, identifying and mitigating risk while retaining and growing the customers relationship with Thomson Reuters.
• Serving as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
• Developing enablement for customers in partnership to serve our digital strategy.
• Developing enablement to educate Thomson Reuters employees.
• Building and presenting business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
• Effectively partnering with all relevant internal and external partners and stakeholders.
• Leveraging technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.

• Increased customer adoption and time-to-value across CoCounsel solutions.
• Identify and drive expansion across your assigned customer portfolio.
• High-quality, consistent delivery of CSPs, EBRs, and check-ins across the team.
• Clear visibility and action plans for at-risk accounts.
• Strong cross-functional collaboration that improves customer experience and advocacy.
• Model best-in-class customer and product success practices through hand‑on work with your own accounts and translate those practices into scalable playbooks, processes, and enablement for the broader team.

• 3+ years of experience working or managing Customer Success portfolios/teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering, or a related discipline is a plus.
• Experienced in delivering positive customer outcomes through value stories and customer references.
• Must have experience with Success metrics and ability to quantify and share back with the business on enterprise/strategic accounts.
• Demonstrated passion through delivering outcomes in a high-performing team.
• Energized and elevated others; lead with empathy, clarity, and accountability.
• Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts.
• Hands‑on experience with Gong, and Salesforce (or similar CS/CRM platforms).
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.
• Understanding of legal workflows, terminology, and common challenges.
• Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to legal research, drafting, and analysis.
• Strong executive presence:…