Legal Content Customer Succes Manager

Job Overview

We’re looking for a Customer Success Manager to support customers across our Corporate Legal suite of products. The role focuses on a portfolio of enterprise and strategic customers. The ideal candidate will engage executives, set direction, model best-in-class practices, and drive outcomes.

• Serve as a deep product expert on our AI-enabled CoCounsel suite and deliver all aspects of the customer success motion to assigned customers.
• Co‑create customer success plans, deliver executive business reviews, demonstrate value, identify and mitigate risk while retaining and growing customer relationships.
• Present at industry conferences, webinars, virtual and in‑person engagements and develop enablement for customers and Thomson Reuters employees.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross‑functional meetings.
• Leverage technology tools such as Gainsight, Salesforce and Gong to manage client information, pipeline and financial forecasts.

• Increased customer adoption and time‑to‑value across CoCounsel solutions.
• Identify and drive expansion across the assigned customer portfolio.
• High‑quality, consistent delivery of CSPs, EBRs and check‑ins.
• Clear visibility and action plans for at‑risk accounts.
• Strong cross‑functional collaboration that improves customer experience and advocacy.

• 3+ years of experience managing Customer Success portfolios or teams (SaaS preferred).
• Background in Business, Law, Computer Science, Consulting, Engineering or a related discipline; JD or legal experience preferred.
• Demonstrated passion for delivering outcomes in a high‑performing team and proven track record of 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.
• Understanding of legal workflows, terminology and common challenges.
• Functional and technical skills in GenAI systems and AI prompting engineering for legal research, drafting and analysis.
• Strong executive presence, excellent communication, stakeholder management and facilitation skills for executive business reviews and check‑ins.
• Strong business acumen and problem‑solving skills, with a proactive, collaborative and accountable mindset.
• Bachelor’s degree required; master’s degree or J.D. is a plus.

Ability to travel up to 25% of the time.

Target total cash compensation range: $147,000

USD–$273,000

USD. Compensation is based on knowledge, skills and experience, internal equity and may include base pay and target sales incentives. Additional benefits include flexible work arrangements, health, dental, vision, disability and life insurance, retirement savings plan with company match, tuition reimbursement, paid holidays, mental‑health days, and other wellness programs.

Thomson Reuters is an Equal Employment Opportunity Employer and makes reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.