Note: The job is a remote job and is open to candidates in USA. Thomson Reuters is a global provider of trusted content and technology for professionals across various sectors. They are seeking a Senior Customer Success Manager to support enterprise and strategic customers in their Corporate Legal suite, focusing on customer success strategies and product expertise.
Responsibilities
- Be a deep product expert on our AI-enabled CoCounsel suite of products
- Deliver all aspects of the customer success motion to assigned customers, in combination with deep CoCounsel 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
- Serve as a 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 CoCounsel 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
Skills
- 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)
- Understanding of legal workflows, terminology, and common challenges
- 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
- Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable
- Live our TR core values: Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together—driving impact through curiosity, speed, and collaboration
- Bachelor's degree required
- Ability to travel 25%
- JD or legal experience preferred
- Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred
- Master's degree or J.D. is a plus
Benefits
- 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.
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- 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.
- 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, and resources for mental, physical, and financial wellbeing.
- Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
- Two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Market competitive health, dental, vision, disability, and life insurance programs.
- Competitive 401k plan with company match.
- Competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.
- Optional hospital, accident and sickness insurance paid 100% by the employee.
- Optional life and AD&D insurance paid 100% by the employee.
- Flexible Spending and Health Savings Accounts.
- Fitness reimbursement.
- Access to Employee Assistance Program.
- Group Legal Identity Theft Protection benefit paid 100% by employee.
- Access to 529 Plan.
- Commuter benefits.
- Adoption & Surrogacy Assistance.
- Tuition Reimbursement.
- Access to Employee Stock Purchase Plan.
Company Overview
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