Manager, Customer Success

We're looking for a Manager of Product Success to lead a team of Product Success Managers with customers across our CoCounsel Legal suite of products. This leader will also directly own a focused portfolio of enterprise and strategic customers while managing and developing a team of Product Success professionals.

In your capacity serving your individual book of business:

• Be a deep product expert on our AI enabled CoCounsel suite of products.
• Deliver 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.
• Serve as deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements.
• Develop enablement for customers in partnership to serve our digital strategy.
• Develop enablement to educate Thomson Reuters employees.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
• Effectively partner with all relevant internal and external partners and stakeholders.
• Leverage technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.

In your capacity as the leader of a team of Product Success Managers, you will:

• Coach and Develop PSMs:
  Mentor and guide PSMs to build their skills in customer relationship management, problem-solving, and strategic account planning.
• Drive Team Performance:
  Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth.
• Support Customer Engagement:
  Oversee customer engagement strategies and ensure PSMs are executing on customer success plans to drive measurable results.
• Foster
  
  Collaboration:
  
  Partner with Sales, Product, Customer Success, Professional Services, and Enablement teams to ensure PSMs have the tools and resources needed to succeed.
• Customer Advocacy:
  Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
• Optimize Processes:
  Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.
• Promote a Customer-Centric Culture:
  Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team.
• Serve as the PSM leader and deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements.

• 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 hands-on work with your own accounts and translate those practices into scalable playbooks, processes, and enablement for the broader team.

You are a fit for the role of Manager, Product Success if you have:

• 3+ years leading or managing Customer Success teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus.
• Demonstrated passion for developing people and building high‑performing teams.
• 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 Gainsight, 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…