Legal Content Customer Success Manager

Thomson Reuters • Frisco, TX

1d • $93,100 - $172,900

About The Position

The Legal Content Customer Success Manager supports customers across the Corporate Legal suite of products, including a focused portfolio of enterprise and strategic customers. This role engages with executives at major customers, sets direction for the team, models strong customer and product success practices, and works hands-on to deliver measurable customer outcomes. The manager drives adoption, value realization, retention, and expansion in partnership with Sales and Professional Services, using structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins.

The role serves as a deep product expert on the AI-enabled CoCounsel suite, represents product expertise in customer and industry events, and develops enablement for customers and Thomson Reuters employees. It also contributes business plans, market and competitor reporting, cross-functional collaboration, and accurate management of customer information, pipeline, and financial forecasts using tools such as Gainsight, Salesforce, and Gong. The position models effective practices through direct account work and helps translate them into scalable team playbooks, processes, and enablement.

Requirements

• At least 3 years of experience working with or managing Customer Success portfolios or teams; SaaS experience is preferred.
• Experience delivering positive customer outcomes through value stories and customer references.
• Experience with success metrics and the ability to quantify results and communicate them to the business for enterprise or strategic accounts.
• Demonstrated ability to deliver outcomes in a high-performing team and to energize and elevate others with empathy, clarity, and accountability.
• Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts.
• Hands-on experience with Gong and Salesforce or similar Customer Success/CRM platforms.
• Functional or technical skills in generative AI systems and AI prompt engineering, particularly as applied to legal research, drafting, and analysis.
• Strong executive presence, communication, stakeholder management, and facilitation skills for executive business reviews and executive check-ins.
• Strong business acumen and communication skills, including customer journey management, conflict resolution, and problem-solving.
• Demonstrated curiosity, learning agility, proactivity, urgency, strategic thinking, collaboration, accountability, and problem-solving.
• Ability to travel 25%.
• Bachelor’s degree required.
• Ability to embody Thomson Reuters’ stated core values: customer focus, competitiveness, challenging thinking, acting and learning quickly, and collaboration.

Nice To Haves

• Experience in Business, Law, Computer Science, Consulting, Engineering, or a related discipline.
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments; understanding of legal workflows, terminology, and common challenges is highly preferred.
• Juris Doctor (JD).
• Master’s degree.
• Legal experience.

Responsibilities

• Serve as a deep product expert on the AI-enabled CoCounsel suite of products.
• Deliver the customer success motion for assigned customers, including co-creating Customer Success Plans, conducting executive business reviews, demonstrating value, identifying and mitigating risk, and retaining and growing customer relationships.
• Represent product expertise at industry conferences, Thomson Reuters conferences, webinars, and virtual and in-person engagements.
• Develop customer enablement in partnership with others to support the 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.
• Partner effectively with relevant internal and external partners and stakeholders.
• Use technology tools such as Gainsight, Salesforce, and Gong to manage client information, pipeline, and financial forecasts accurately.
• Increase customer adoption and time-to-value across CoCounsel solutions.
• Identify and drive expansion across the assigned customer portfolio.
• Provide consistent, high-quality Customer Success Plans, executive business reviews, and customer check-ins.
• Create visibility and action plans for at-risk accounts.
• Collaborate cross-functionally to improve customer experience and advocacy.
• Model best-in-class customer and product success practices through hands-on account work, and translate practices into scalable playbooks, processes, and enablement for the broader team.

Benefits

• Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
• Flexible vacation and paid time off, including sick and safe paid time off and paid holidays.
• Two company-wide Mental Health Days off annually.
• Access to the Headspace app and an Employee Assistance Program.
• Retirement savings plan with a company match.
• Tuition reimbursement.
• Employee incentive programs.
• Health, dental, vision, disability, and life insurance.
• Parental leave and sabbatical leave.
• Flexible Spending and Health Savings Accounts.
• Fitness reimbursement.
• Optional hospital, accident, sickness, life, and AD&D insurance.
• Group Legal Identity Theft Protection benefit.
• Access to a 529 Plan and commuter benefits.
• Adoption and surrogacy assistance.
• Employee Stock Purchase Plan.
• Two paid volunteer days annually and opportunities to participate in pro-bono consulting projects and ESG initiatives.
• Resources for mental, physical, and financial wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level