Customer Success Manager

Thomson Reuters is transforming the legal industry through a combination of best-in-class content, AI, and workflow solutions. As part of this transformation, Noetica – an AI-powered analytics and market intelligence platform – is entering a new phase of growth following its acquisition.

We are building a Customer Success function that sits at the center of this evolution – supporting customers as they adopt new AI‑driven workflows while also helping define how the product scales within a global organization.

The Customer Success Manager will work closely with a set of strategic law firm clients, guiding them from initial onboarding through early adoption and into longer‑term value realization. This role blends structured execution with strategic engagement, requiring someone who can both manage complex onboarding processes and partner with customers to shape how the platform is used within their organizations.

This role offers a unique opportunity to operate at the intersection of a high‑growth AI product and a global platform. You will work closely with sophisticated, strategic customers and help shape how a product is implemented and adopted in real time – combining the pace and ownership of a growing product team with the scale, resources, and stability of Thomson Reuters.

Given the stage of the product and the integration into Thomson Reuters, this is a dynamic role. You will be operating in an environment where processes are still being refined, the product continues to evolve, and there is a meaningful opportunity to influence how Customer Success is built going forward.

In the role of Customer Success Manager, you will focus on:

Customer Onboarding & Implementation:

• Guide customers through the full post‑sale implementation lifecycle, from handoff to go‑live, coordinating milestones across stakeholders to ensure a smooth rollout
• Deliver training and enablement for end users and administrators
• Support customers in translating product capabilities into real workflows and practical use cases

Pilot Execution & Value Realization:

• Support pilot programs and early engagements with a focus on demonstrating value
• Track usage, engagement, and onboarding progress to inform next steps
• Partner with Sales to maintain momentum and support successful conversions

Strategic Customer Engagement:

• Build relationships with key stakeholders across law firms, understanding client goals and aligning platform usage to their broader business objectives
• Act as a trusted partner and advocate throughout the customer lifecycle, surfacing product feedback and implementation insights to internal teams

Cross‑Functional

Collaboration:

• Manage multiple onboarding efforts simultaneously, ensuring clarity on timelines and deliverables
• Partner with Sales, Product, and Engineering to navigate dependencies, deliver outcomes, and improve internal processes and customer‑facing workflows

You're a fit for the Customer Success Manager role if you bring:

• 4‑6+ years of experience in Customer Success, Implementation, Consulting, or Project Management within a SaaS environment
• Hands‑on experience managing post‑sale implementation or platform onboarding with enterprise customers and multiple stakeholders
• Strong organizational and project coordination skills, with the ability to manage competing priorities
• Excellent communication and presentation skills in client‑facing environments
• A proactive, ownership‑driven mindset with strong attention to detail
• Ability to manage multiple customer engagements in a fast‑paced environment

• Experience in legal technology, fintech, banking, or other complex, data‑driven enterprise environments
• Experience working with law firms, financial institutions, or professional services organizations
• Exposure to AI‑driven or data‑intensive products, including an understanding of systems, data flows, and how tools connect within an organization

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• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2‑3 days a week in the office depending on the role) for our office‑based roles while delivering a seamless experience that is digitally and…