Customer Success Manager

About the Role

In this role as a Customer Success Manager you will:

• Onboard and Enable: Coordinate onboarding activities and ensure customers have access to the tools and resources needed for success.
• Develop and Drive Use Cases: Collaborate with customers to identify their specific business challenges and design tailored use cases that demonstrate the value of Thomson Reuters' legal products.
• Drive Adoption and Value Realization: Partner with customers to ensure seamless integration of use cases into their workflows, leveraging internal training resources as needed.
• Build and Strengthen Relationships: Engage regularly with customers to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
• Provide Strategic Guidance: Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives.
• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.
• Collaborate Across Teams: Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience.

About You

• Law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals.
• Experience in Customer Success, Legal Technology, Legal Project Management, or a related role, ideally within SaaS or subscription based business models.
• Proven ability to understand customer specific use cases and recommend tailored solutions that address their business challenges and objectives.
• Familiarity with legal technology or AI driven platforms, with a willingness to stay ahead of advancements in legal tech.
• Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
• A proactive, personable approach to problem solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.
• Experience working cross functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.

What's in it For You

• Hybrid Work Model: Flexible hybrid working environment (2 3 days a week in the office, depending on the role) to combine digital and physical connectivity.
• Flexibility & Work Life Balance: 'Flex My Way' policies support personal and professional responsibilities, including work from anywhere for up to eight weeks per year.
• Career Development and Growth: Continuous learning and skill development through Grow My Way programming and a skills first approach to lead and thrive in an AI enabled future.
• Industry Competitive Benefits: Comprehensive benefit plans that include flexible vacation, two company wide Mental Health Days off, Headspace access, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized reputation for inclusion and belonging, flexibility, work life balance, and shared values such as Obscess over customers, Compete to Win, Challenge your Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Two paid volunteer days off annually, opportunities for pro bono consulting projects, and ESG initiatives.

EEO and Accommodation Statement

We seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation.