Sr. Customer Success Manger, Corporates Legal

Thomson Reuters•Miami, NY

37d•Remote

About The Position

We are seeking a Senior Customer Success Manager to support customers across our Corporate Legal suite of products. This role focuses on a dedicated portfolio of enterprise and strategic clients. The ideal candidate will be comfortable interacting with executives at our largest customers, guiding the team, implementing best practices in customer and product success, and actively working to achieve customer outcomes. You will be responsible for delivering measurable customer results through structured Customer Success Plans (CSPs), Executive Business Reviews (EBRs), and proactive customer check-ins. Your focus will be on driving adoption, value realization, and expansion in collaboration with Sales and Professional Services teams.

Requirements

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.
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 skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.
Live 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

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.
Co-create customer success plans, deliver executive business reviews, demonstrate value, identify and mitigate 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.

Benefits

Flex My Way workplace policies
Work from anywhere for up to 8 weeks per year
Continuous learning and skill development
Grow My Way programming
Skills-first approach
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
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
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