Customer Success Manager

Thomson Reuters•New York, NY

11d•Hybrid

About The Position

Thomson Reuters is transforming the legal industry through a combination of best-in-class content, AI, and workflow solutions. As part of this transformation, Noetica—an AI-powered analytics and market intelligence platform—is entering a new phase of growth following its acquisition. We are building a Customer Success function that sits at the center of this evolution—supporting customers as they adopt new AI-driven workflows while also helping define how the product scales within a global organization. The Customer Success Manager will work closely with a set of strategic law firm clients, guiding them from initial onboarding through early adoption and into longer-term value realization. This role blends structured execution with strategic engagement, requiring someone who can both manage complex onboarding processes and partner with customers to shape how the platform is used within their organizations. This role offers a unique opportunity to operate at the intersection of a high-growth AI product and a global platform. You will work closely with sophisticated, strategic customers and help shape how a product is implemented and adopted in real time—combining the pace and ownership of a growing product team with the scale, resources, and stability of Thomson Reuters.Given the stage of the product and the integration into Thomson Reuters, this is a dynamic role. You will be operating in an environment where processes are still being refined, the product continues to evolve, and there is a meaningful opportunity to influence how Customer Success is built going forward. About the Role In the role of Customer Success Manager, you will focus on: Customer Onboarding & Implementation: Guide customers through the full post-sale implementation lifecycle, from handoff to go-live, coordinating milestones across stakeholders to ensure a smooth rollout Deliver training and enablement for end users and administrators Support customers in translating product capabilities into real workflows and practical use cases Pilot Execution & Value Realization: Support pilot programs and early engagements with a focus on demonstrating value Track usage, engagement, and onboarding progress to inform next steps Partner with Sales to maintain momentum and support successful conversions Strategic Customer Engagement: Build relationships with key stakeholders across law firms, understanding client goals and aligning platform usage to their broader business objectives Act as a trusted partner and advocate throughout the customer lifecycle, surfacing product feedback and implementation insights to internal teams Cross-Functional Collaboration: Manage multiple onboarding efforts simultaneously, ensuring clarity on timelines and deliverables Partner with Sales, Product, and Engineering to navigate dependencies, deliver outcomes, and improve internal processes and customer-facing workflows

Requirements

4–6+ years of experience in Customer Success, Implementation, Consulting, or Project Management within a SaaS environment
Hands-on experience managing post-sale implementation or platform onboarding with enterprise customers and multiple stakeholders
Strong organizational and project coordination skills, with the ability to manage competing priorities
Excellent communication and presentation skills in client-facing environments
A proactive, ownership-driven mindset with strong attention to detail
Ability to manage multiple customer engagements in a fast-paced environment

Nice To Haves

Experience in legal technology, fintech, banking, or other complex, data-driven enterprise environments
Experience working with law firms, financial institutions, or professional services organizations
Exposure to AI-driven or data-intensive products, including an understanding of systems, data flows, and how tools connect within an organization

Responsibilities

Guide customers through the full post-sale implementation lifecycle, from handoff to go-live, coordinating milestones across stakeholders to ensure a smooth rollout
Deliver training and enablement for end users and administrators
Support customers in translating product capabilities into real workflows and practical use cases
Support pilot programs and early engagements with a focus on demonstrating value
Track usage, engagement, and onboarding progress to inform next steps
Partner with Sales to maintain momentum and support successful conversions
Build relationships with key stakeholders across law firms, understanding client goals and aligning platform usage to their broader business objectives
Act as a trusted partner and advocate throughout the customer lifecycle, surfacing product feedback and implementation insights to internal teams
Manage multiple onboarding efforts simultaneously, ensuring clarity on timelines and deliverables
Partner with Sales, Product, and Engineering to navigate dependencies, deliver outcomes, and improve internal processes and customer-facing workflows

Benefits

Flexible hybrid working environment (2-3 days a week in the office depending on the role)
Flex My Way policies designed to help manage personal and professional responsibilities
Work from anywhere for up to 8 weeks per year
Career Development and Growth opportunities
Grow My Way programming
Skills-first approach to learning and development
Industry Competitive Benefits
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
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
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
Access to Employee Stock Purchase Plan