Customer Success Manager, Corporate Risk

Thomson Reuters•Eagan, MN

2d•Hybrid

About The Position

We’re looking for a Customer Success Manager to support customers across our Risk & Fraud 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. In your capacity serving your individual book of business: Be a deep product expert on our Risk & Fraud suite of products. Deliver all aspects of the customer success motion to assigned customers; in combination with deep Risk 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.

Requirements

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.
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 Risk & legal workflows, terminology, and common challenges.
Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to Risk investigations & 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%

Nice To Haves

Prior experience in the legal technology sector or direct experience working with Risk & legal professionals, law firms, or corporate legal departments is highly preferred.
Master’s degree is a plus.

Responsibilities

Be a deep product expert on our Risk & Fraud suite of products.
Deliver all aspects of the customer success motion to assigned customers; in combination with deep Risk product expertise.
Co-create customer success plans.
Delivery executive business reviews.
Demonstrate value.
Identify and mitigate 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.

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.
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, as well as a 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.