Customer Success Manager, Corporate Risk

About the Role

We’re looking for a Customer Success Manager to support customers across our Risk & Fraud 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 Risk & Fraud suite of products.
• Deliver all aspects of the customer success motion to assigned customers in combination with deep Risk product expertise.
• Co‑create Customer Success Plans, deliver executive business reviews, demonstrate value, identify and mitigate risk while retaining and growing the customer relationship.
• Serve as deep product expert in event settings, 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.

• Increased customer adoption and time‑to‑value across Risk 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.

• 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.
• 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 Risk & legal professionals, law firms, or corporate legal departments is highly preferred.
• Understanding of Risk & legal workflows, terminology, and common challenges.
• Functional/technical skills in GenAI systems and AI prompting engineering as they apply to Risk investigations & 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; ability to manage a customer journey, resolve conflicts, and solve problems.
• Demonstrate curiosity, learning agility, proactivity, urgency, strategic thinking, problem‑solving, collaboration, and accountability.
• Bachelor’s degree required; master’s degree is a plus.
• Ability to travel up to 25% of the time.

• Flexibility and Work‑Life Balance:
  Flex My Way supportive workplace policies, work from anywhere for up to 8 weeks per year.
• Career Development and Growth: continuous learning and skill development, Grow My Way programming.
• Industry Competitive Benefits: flexible vacation, two company‑wide mental health days off, Headspace app access, retirement savings, tuition reimbursement, employee incentive programs, resources for mental, physical, and financial wellbeing.
• Culture: inclusion and belonging, flexibility, work‑life balance.
• Social Impact: volunteer days off, pro‑bono consulting projects, ESG initiatives.
• Health and…