Customer Success Manager, Corporate Riskf

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.

In your capacity serving your individual book of business:
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. Including, but not limited to: co creating customer success plans, delivery executive business reviews, demonstrate value, identifying and mitigating risk while retaining and growing the customers relationship with Thomson Reuters.

Serve as 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.

• 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
• Model best‑in‑class customer and product success practices through hands‑on work with your own accounts and translate those practices into scalable playbooks, processes, and enablement for the broader team.

• 3+ years 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; particularly 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; can manage a customer journey, conflict resolution and problem‑solving.
• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.
• Bachelor’s degree required; master’s degree is a plus.
• Ability to travel 25%.

• Target total cash compensation range: $93,100
  
  USD - $172,900
  
  USD.
• Flexibility & Work‑Life Balance: flexible work arrangements, work from anywhere for up to 8 weeks per year.
• Career Development and Growth: continuous learning and skill development programs.
• Industry Competitive Benefits: flexible vacation, mental health days, retirement savings, tuition reimbursement, employee incentive programs.
• Additional benefits: optional hospital, accident and sickness insurance, life and AD&D insurance, flexible spending and HSA, fitness reimbursement, Employee Assistance Program, group legal identity theft protection, 529 Plan, commuter benefits, adoption & surrogacy assistance, tuition reimbursement, Employee Stock Purchase Plan.

We are proud to be an Equal Employment Opportunity Employer providing a drug‑free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. To request an accommodation, visit the provided link.