Thomson Reuters is looking for a Manager, Customer Success Manager to lead a team of Customer Success Managers serving customers across the Corporates Legal suite of products, including CoCounsel, Westlaw, Practical Law, Legal Tracker, and HighQ. You will directly manage a focused book of enterprise customers while coaching, developing, and enabling your team.
What You'll Do
- Own a portfolio of enterprise and strategic customers across Corp Legal Content or Software solutions.
- Deliver all aspects of the customer success motion to assigned customers, including co-creating and executing customer success plans (CSPs) and leading executive business reviews (EBRs).
- Track product usage, time-to-value, and leading indicators to proactively manage customer health and escalate risk early.
- Identify and drive expansion opportunities within your assigned portfolio, collaborating with Sales.
- Model best-in-class customer success practices.
- Leverage technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts.
- Coach and develop CSMs to build skills in customer relationship management, problem-solving, and strategic account planning.
- Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth.
- Ensure high-quality, consistent delivery of CSPs, EBRs, and proactive check-ins across the team.
- Act as an escalation point for customer issues and advocate for customer needs.
- Partner with Sales, Product, Customer Support, Professional Services and Enablement to ensure CSMs have necessary tools and resources.
- Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.
- Promote a customer-centric culture of accountability, rigor, and continuous improvement.
What We're Looking For
- 3+ years of leadership experience or equivalent CSM experience in a SaaS company supporting legal technology products.
- Experience in developing people and building high-performing teams.
- Proven record driving retention, adoption, and expansion with enterprise/strategic accounts while owning a book of business.
- Hands-on experience with Gainsight, Gong, and Salesforce (or similar CS/CRM platforms).
- Functional/technical skills in GenAI systems and AI prompting engineering, particularly as they apply to 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.
- Demonstrated curiosity, learning agility, proactivity, urgency, strategic thinking, collaboration, and accountability.
- Aligned to Thomson Reuters values: obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together.
- Bachelor’s degree required.
- Ability to travel up to 25%.
Nice to Have
- Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments.
- Understanding of legal workflows, terminology, and common challenges.
- Master’s degree or J.D. is a plus.
Technical Stack
- Gainsight
- Salesforce
- Gong
Team & Environment
You will lead a team of Customer Success Managers.
Benefits & Compensation
- Compensation range: $147,000 USD - $273,000 USD.
- Flex My Way workplace policies for work-life balance.
- Work from anywhere for up to 8 weeks per year.
- Grow My Way programming and skills-first approach for career development.
- Flexible vacation.
- Two company-wide Mental Health Days off.
- Access to the Headspace app.
- Retirement savings.
- Tuition reimbursement.
- Employee incentive programs.
- Resources for mental, physical, and financial wellbeing.
- Two paid volunteer days off annually.
- Pro-bono consulting and ESG initiative opportunities.
- Comprehensive health, dental, vision, disability, and life insurance.
- Competitive 401k plan with company match.
- Parental leave.
- Sabbatical leave.
- Optional hospital, accident and sickness insurance.
- Optional life and AD&D insurance.
- Flexible Spending and Health Savings Accounts.
- Fitness reimbursement.
- Access to Employee Assistance Program.
- Group Legal Identity Theft Protection benefit.
- Access to 529 Plan.
- Commuters benefits.
- Adoption & Surrogacy Assistance.
- Employee Stock Purchase Plan.
Work Mode
This is a hybrid position open to candidates in the United States.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
