Product Success Manager, CoCounsel Legal

Are you passionate about building meaningful relationships and empowering customers to achieve their goals, while driving success for both them and the company?

Product Success is not just a function or team at Thomson Reuters, but also our reason for doing business. We measure our success based on the prioritization of our customers' needs and goals. The relationship we create with our customers determines the future benefits for them and our company.

The PSM is assigned a book of customers and will be required to provide support to all customer Tiers upon request. The PSM is responsible for the development of customers' knowledge of their suite of offerings. The PSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with growth and retention of customers.

• Be a deep product expert on our AI-enabled CoCounsel Legal suite of products. Must be a technical expert.
• Deliver all aspects of the customer success motion to assigned customers; in combination with deep CoCounsel Legal product expertise, including co‑creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customers' relationship with Thomson Reuters.
• Serve as a 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.

• Bachelor's degree in a relevant field (e.g., Business, Law, Computer Science, Engineering or a related discipline).
• Master's degree or J.D. is a plus.
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.
• Demonstrate curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.
• Gainsight, Gong, or Salesforce user experience is a plus.
• Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to legal research, drafting, and analysis.
• Understanding legal workflows, terminology, and common challenges.
• Ability to travel 25%.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values:
  Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance…