Customer Success Manager

Thomson Reuters is looking for a Customer Success Manager to join our customer success team. Your responsibilities will include onboarding and training our customers on our software, developing and implementing strategies to drive product adoption and maximize usage, managing accounts to ensure that customer needs are being met at all times, and supporting our sales team. You’ll join one of the most-awarded and fastest-growing companies in the legal technology market.

The Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business needs, developing tailored use cases, and ensuring successful adoption of Thomson Reuters’ solutions. You will primarily work on CoCounsel, HighQ, and Contract Express. About the role As Customer Success Manager yuo will be responsible for:

Onboarding and Enablement: Coordinate onboarding activities and ensure customers have access to the tools and resources needed for success.  Develop and Drive Use Cases: Collaborate with customers to identify their specific business challenges and design tailored use cases that demonstrate the value of Thomson Reuters’ legal products.  Drive Adoption and Value Realization:  Partner with customers to ensure seamless integration of use cases into their workflows, leveraging internal training resources as needed. 

Build and Strengthen Relationships: Engage regularly with customers to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.  Provide Strategic Guidance:  Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives.  Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.  Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features. 

Collaborate Across Teams: Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience.  About You You're a fit for the role of a Customer Success Manager if your background includes:
Interest in learning about new technology and software – we offer a suite of cutting-edge A.I.

-based software products;
Interest in the law;
Positive attitude and problem-solving skills;
Ability to work on cross-functional teams and to contribute to broader outcomes–particularly ones focused on positive customer experiences. A law degree or formal legal educational background is strongly preferred. The ideal candidate also has significant experience working in legal technology or for another SaaS company in a customer-facing role Experience working with HighQ Collaborate Experience working with Contract Express #LI-IG1

What’s in it For You?

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 physically connected.

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,…