[Remote] Customer Success Manager

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. They are seeking a Customer Success Manager to support enterprise and strategic customers across their Corporate Legal suite, focusing on customer adoption, value realization, and expansion through structured success plans and proactive engagement.

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, 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 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 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)
• 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
• Understanding of legal workflows, terminology, and common challenges
• 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.
• 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.
• Industry Competitive Benefits: We offer 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.
• Social Impact: Make an impact in your community with our Social Impact Institute.
• We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• In the United States, Thomson Reuters offers a comprehensive benefits package to our employees.
• Market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.
• Market leading work life benefits with 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

• Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets. It was founded in 2008, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is http://thomsonreuters.com.
• Company H1B Sponsorship: Thomson Reuters has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role.