Customer Success Manager

Role Overview

The Customer Success Manager (CSM) will partner with legal industry customers to drive adoption, engagement, and measurable outcomes around Thomson Reuters legal products such as HighQ, CoCounsel, Contract Express, Practical Law, and Westlaw. The CSM will work closely with customers, design tailored use cases, and build trusted relationships to support long term success.

Responsibilities

• Onboard and enable customers by coordinating onboarding activities and ensuring access to tools and resources.
• Develop and drive use cases by collaborating with customers to identify business challenges and design solutions that demonstrate product value.
• Drive adoption and value realization by partnering with customers to integrate use cases into workflows and providing training support.
• Build and strengthen relationships through regular engagement, strategic guidance, and acting as a trusted advisor.
• Identify opportunities to optimize outcomes, recommend best practices, and align solutions to business objectives.
• Enhance retention and satisfaction by proactively addressing needs, identifying expansion opportunities, and reducing churn.
• Advocate for customer needs by sharing feedback with internal teams to influence product enhancements.
• Collaborate across Sales, Marketing, and Support to align on objectives and deliver a seamless customer experience.

Qualifications

• 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, preferably within SaaS or subscription based business models.
• Proven ability to understand customer specific use cases and recommend tailored solutions that address business challenges.
• Familiarity with legal technology or AI driven platforms and willingness to stay ahead of advances in legal tech.
• Strong interpersonal and communication skills with a track record of building trusted relationships and acting as a strategic advisor.
• Customer centric mindset with a proactive, personable approach to problem solving and measurable outcomes delivery.
• Experience collaborating cross functionally with Sales, Product, Marketing, and Support teams.

Benefits

Hybrid Work Model: flexible hybrid environment with 2-3 days in office per week and work from anywhere up to 8 weeks per year.

Flexibility & Work Life Balance: supportive workplace policies, flexible work arrangements, and programs that help manage personal responsibilities.

Career Development: continuous learning and skill development programs to prepare for future roles.

Industry Competitive Benefits: flexible vacation, mental health days, Headspace app access, retirement savings, tuition reimbursement, and wellness resources.

EEO Statement

Thomson Reuters is an Equal Employment Opportunity Employer, committed to diversity, inclusion, and reasonable accommodations for qualified individuals with disabilities. We provide a drug free workplace and protect applicants from fraudulent postings. Everyone has a chance to grow professionally in flexible work environments.