Sr. Customer Success Manger, Corporates Legal

Role Summary

We’re looking for a Senior Customer Success Manager to support customers across our Corporate Legal 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 deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check‑ins. Your focus will be 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 CoCounsel suite of products.

• Deliver all aspects of the customer success motion to assigned customers, in combination with deep CoCounsel product expertise. This includes 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 such as 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.

Key Outcomes

• 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.

About You

• 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.

• JD or legal experience preferred.

• 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).

• 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.

• 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; master’s degree or J.D. is a plus.

• Ability to travel 25%.

Benefits

• Flexibility & Work‑Life Balance: Flex My Way program, including remote work up to 8 weeks per year, and support for personal and professional responsibilities.

• Career Development & Growth: Grow My Way programming and skills‑first approach for continuous learning.

• Industry‑Competitive Benefits: Comprehensive health, dental, vision, disability, and life insurance plans; competitive 401(k) with match; flexible vacation, mental health days, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.

• Culture: Inclusive, flexible, and balanced work environment; commitment to inclusion and belonging.

• Social Impact: Two paid volunteer days annually; involvement in pro‑bono consulting and ESG initiatives.

• Making a Real‑World Impact: Helping customers pursue justice, truth, and transparency in their work.

Equal Employment Opportunity. Thomson Reuters is proud to be an Equal Employment Opportunity Employer. We make reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.

This job posting will close 05/31/2026.