Customer Success Manager

We’re looking for a Customer Success Manager to support customers across our Corporate Legal suite of products. The role has a focused 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.

• Be a deep product expert on our AI‑enabled CoCounsel suite of products 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 the customers’ relationship within Thomson Reuters.
• Serve as a deep product expert in event settings—industry conferences, Thomson Reuters Conferences, webinars, virtual and in‑person engagements.
• Develop enablement for customers in partnership to serve our digital strategy and 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.

• 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.

• 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. JD or legal experience preferred.
• 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 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 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: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check‑ins.
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem‑solving.
• Demonstrate curiosity, learning agility, proactive, work urgently, strategic thinking, problem solving, collaborative, and accountable.
• Bachelor’s degree required; master’s degree or J.D. is a plus.
• Ability to travel 25%.

Live our TR core values:
Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together—driving impact through curiosity, speed, and collaboration.

• Target total cash compensation range: $93,100
  
  USD – $172,900
  
  USD (for eligible US locations).
• Benefits include flexible vacation, two company‑wide mental health days off, retirement savings plan with…