Note: The job is a remote job and is open to candidates in USA. Thomson Reuters is a global leader in providing trusted content and technology solutions for professionals across various sectors. They are seeking a Senior Customer Success Manager to support customers across their Corporate Legal Software suite, focusing on driving customer success and engagement through structured plans and proactive check-ins.
Responsibilities
- 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
Skills
- 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
- 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)
- Understanding of legal billing workflows, terminology, and common challenges. Have Strong understanding of legal department operations
- 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
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.
- 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
- 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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