Senior Customer Success Manager, Corporate Legal

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. 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. 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 You are a fit for the role of Senior Customer Success Manager if you have: 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% . #LI-BS1 What's in it For You? Flexibility & Work-Life Balance: 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. This builds upon our 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. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to gr

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Additional Information

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 be able to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.

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