Senior Customer Success Manager, Corporate Legal

Overview

We’re looking for a Senior Customer Success Manager to support enterprise and strategic customers across our Corporate Legal suite of products. The role has a focused portfolio and requires engaging with executives, modeling best‑in‑class customer and product success practices, and driving measurable outcomes.

• Serve as a deep product expert on the AI‑enabled CoCounsel suite and deliver the full customer success motion to assigned customers.
• Co‑create Customer Success Plans, conduct Executive Business Reviews, and demonstrate value, while identifying and mitigating risk to retain and grow relationships.
• Lead proactive customer check‑ins, address adoption and value realization, and drive expansion in partnership with Sales and Professional Services.
• Represent Customer Success in cross‑functional meetings, build and present business plans, and report on market and competitor activities.
• Effectively partner with all relevant internal and external partners and stakeholders.
• 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.
• Consistent delivery of CSPs, EBRs, and check‑ins with high quality.
• Clear visibility and action plans for at‑risk accounts.
• Improve customer experience and advocacy through best‑in‑class practices translated into scalable playbooks.

• 3+ years of experience managing Customer Success portfolios or teams (SaaS preferred).
• JD or legal experience preferred; experience with Business, Law, Computer Science, Consulting, or Engineering is a plus.
• 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.
• Strong executive presence, communication, stakeholder management, and facilitation skills.
• Strong business acumen, conflict resolution, and problem‑solving skills.
• Demonstrated curiosity, learning agility, urgency, strategic thinking, collaboration, and accountability.

• Prior experience in the legal technology sector or with legal professionals, law firms, or corporate legal departments.
• Understanding of legal workflows, terminology, and common challenges.
• Functional or technical skills in GenAI systems and AI prompting engineering as applied to legal research, drafting, and analysis.

We offer flexible work arrangements, competitive health, dental, vision, and disability insurance, a 401(k) plan with company match, paid time off—including two company‑wide mental health days, tuition reimbursement, adoption and surrogacy assistance, employee stock purchase plan, and other wellness benefits.

Thomson Reuters is an equal employment opportunity employer. We do not discriminate on the basis of race, color, sex or gender, pregnancy, gender identity or expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We also provide reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.

We maintain a drug‑free workplace and comply with all legal requirements for equal opportunity and accommodation.