Manager, Product Success (CoCounsel Legal)

Thomson Reuters•Eagan, MN

About The Position

We’re looking for a Manager of Product Success to lead a team of Product Success Managers with customers across our CoCounsel Legal suite of products. This leader will also directly own a focused portfolio of enterprise and strategic customers while managing and developing a team of Product Success professionals. The ideal candidate is equally comfortable leading people and 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 coach and enable your team to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You and your team will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services. 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, 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. In your capacity as the leader of a team of Product Success Managers , you will: Coach and Develop PSMs : Mentor and guide PSMs to build their skills in customer relationship management, problem-solving, and strategic account planning. Drive Team Performance: Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth. Support Customer Engagement: Oversee customer engagement strategies and ensure PSMs are executing on customer success plans to drive measurable results. Foster Collaboration: Partner with Sales, Product, Customer Succes, Professional Services, and Enablement teams to ensure PSMs have the tools and resources needed to succeed. Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs. Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness. Promote a Customer-Centric Culture: Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team. Serve as the PSM leader and deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements. 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 Manager, Product Success if you have: 3+ years leading or managing Customer Success teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus. Demonstrated passion for developing people and building high-performing teams. 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.

Requirements

3+ years leading or managing Customer Success teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus.
Demonstrated passion for developing people and building high-performing teams.
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).
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
Ability to travel 25% .

Nice To Haves

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.
Master’s degree or J.D. is a plus.

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, 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.
Coach and Develop PSMs : Mentor and guide PSMs to build their skills in customer relationship management, problem-solving, and strategic account planning.
Drive Team Performance: Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth.
Support Customer Engagement: Oversee customer engagement strategies and ensure PSMs are executing on customer success plans to drive measurable results.
Foster Collaboration: Partner with Sales, Product, Customer Succes, Professional Services, and Enablement teams to ensure PSMs have the tools and resources needed to succeed.
Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.
Promote a Customer-Centric Culture: Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team.
Serve as the PSM leader and deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements.

Benefits

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 grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer 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.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.
market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match
market leading work life benefits with 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; and access to Employee Stock Purchase Plan

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume