[Remote] Senior Customer Success Manager, Corporate Legal

Note: The job is a remote job and is open to candidates in USA. Thomson Reuters is seeking a Senior Customer Success Manager to support customers across their Corporate Legal suite of products. The role involves engaging with executives, driving customer outcomes, and delivering structured Customer Success Plans to ensure customer adoption and satisfaction.

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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