Senior Customer Success Manager, Legal Software

## Senior Customer Success Manager, Legal Software Apply remote type:
Remote locations:
United States of America, Eagan, Minnesota:
United States of America, Frisco, Texas:
United States of America, New York, New York:
United States of America, Ann Arbor, Michigan time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
August 31, 2026 (30+ days left to apply) job requisition :
JREQ
202055

We’re looking for a Senior Customer Success Manager to support customers across our Corporate Legal Software 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.,
** About the Role
** In your capacity serving your individual book of business:
* Be a deep product expert on our AI-enabled Legal Tracker and HighQ suite of products.
* Deliver all aspects of the customer success motion to assigned customers, in combination with deep Legal Tracker and HighQ product expertise. Including, but not limited to: co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customer's relationship with Thomson Reuters.
* Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges, and growth opportunities to build useful insights and strategically adjust when needed
* Serve as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
* Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
* Establish and maintain long-term customer relationships. This includes developing and maintaining relationships across the enterprise, including but not limited to legal, finance, procurement, etc.
* Effectively partner with all relevant internal and external partners and stakeholders.
* Leverage technology tools (e.g., Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.
** Key Outcomes
*** Increased customer adoption and time-to-value across Legal Tracker and HighQ 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.
** About You
** You are a fit for the role of Senior Customer Success Manager if you have:
* 5+ years of experience working or managing Customer Success portfolios (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus.
* JD or legal experience preferred.
* Demonstrated passion through delivering outcomes on a high-performing team.
* Energized and elevating others; lead with empathy, clarity, and accountability.
* Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts.
* Hands-on experience with Gong, Salesforce (or similar CS/CRM platforms).
* Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.
* Understanding of legal…