Senior Customer Success Manager, Legal Software

Thomson Reuters•Eagan, MN

11h•Remote

About The Position

We’re looking for a Senior Customer Success Manager to support customers across our Corporate Legal Software 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. About the Role In your capacity serving your individual book of business: Be a deep product expert on our AI-enabled Legal Tracker and HighQ suite of products. Deliver all aspects of the customer success motion to assigned customers, in combination with deep Legal Tracker and HighQ product expertise. Including, but not limited to: co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customer's relationship with Thomson Reuters. Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges, and growth opportunities to build useful insights and strategically adjust when needed Serve as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements. Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives. Establish and maintain long-term customer relationships. This includes developing and maintaining relationships across the enterprise, including but not limited to legal, finance, procurement, etc. Effectively partner with all relevant internal and external partners and stakeholders. Leverage technology tools (e.g., Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately. Key Outcomes Increased customer adoption and time-to-value across Legal Tracker and HighQ 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.

Requirements

5+ years of experience working or managing Customer Success portfolios (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus.
Hands-on experience with Gong, 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.
Ability to travel 25% .

Nice To Haves

JD or legal experience preferred.
Demonstrated passion through delivering outcomes on a high-performing team.
Energized and elevating others; lead with empathy, clarity, and accountability.
Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts.
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 billing workflows, terminology, and common challenges.
Have Strong understanding of legal department operations.
Bachelor’s degree required; master’s degree or J.D. is a plus.

Responsibilities

Be a deep product expert on our AI-enabled Legal Tracker and HighQ suite of products.
Deliver all aspects of the customer success motion to assigned customers, in combination with deep Legal Tracker and HighQ product expertise. Including, but not limited to: co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customer's relationship with Thomson Reuters.
Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues.
Monitor usage data, health gauges, and growth opportunities to build useful insights and strategically adjust when needed
Serve as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
Establish and maintain long-term customer relationships. This includes developing and maintaining relationships across the enterprise, including but not limited to legal, finance, procurement, etc.
Effectively partner with all relevant internal and external partners and stakeholders.
Leverage technology tools (e.g., 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.
work from anywhere for up to 8 weeks per year
Grow My Way programming
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
Tuition Reimbursement
access to Employee Stock Purchase Plan.