Manager, Customer Success Manager

Manager, Customer Success Manager at Thomson Reuters

We're looking for a Manager, Customer Success Manager to lead a team of Customer Success Managers (CSMs) serving customers across our Corporates Legal suite of products (CoCounsel, Westlaw, Practical Law, Legal Tracker and HighQ). This leader will also directly hold and manage their own focused book of enterprise customers while managing and developing a team of Customer 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 success practices, and rolling up their sleeves to drive outcomes for their own accounts. 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, you will:

• Own a portfolio of enterprise and strategic customers across our Corp Legal Content or Software solutions.
• Deliver all aspects of the customer success motion to assigned customers. Co-create and execute customer success plans (CSPs), lead executive business reviews (EBRs), and demonstrate value that leads to desired customer outcomes.
• Track product usage, time-to-value, and leading indicators to proactively manage customer health and escalate risk early.
• Identify and drive expansion opportunities within your assigned portfolio, collaborating with Sales on strategy and execution.
• Model best-in-class customer success practices.
• 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 Customer Success Managers, you will:

• Coach and Develop CSMs: Mentor and guide CSMs 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: Ensure high-quality, consistent delivery of CSPs, EBRs, and proactive check-ins across the team.
• Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
• Foster Collaboration: Partner closely with Sales, Product, Customer Support, Professional Services and Enablement to ensure CSMs have the tools and resources needed to succeed and accelerate customer outcomes.
• Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness. Use Gainsight, Salesforce, and related tooling to maintain accurate account data, health scores, and activity tracking for your team.
• Promote a Customer-Centric Culture: Lead by example and build a culture of customer focus, accountability, rigor, and continuous improvement within the team.

Key Outcomes

• Increased customer adoption and time-to-value across Corp Legal 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, Customer Success Manager if you have:

• 3+ years of leadership experience or equivalent CSM experience in a SaaS company supporting legal technology products.
• 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.
• Experience in developing people and building high-performing teams; you lead with empathy, clarity, and accountability.
• Proven record driving retention, adoption, and expansion with enterprise/strategic accounts while owning a book of business.
• Hands-on experience with Gainsight, Gong, and Salesforce (or similar CS/CRM platforms).
• 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.
• Demonstrated curiosity, learning agility, proactivity, urgency, strategic thinking, collaboration, and accountability.
• Aligned to TR values: obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together.
• Bachelor’s degree required; master’s degree or J.D. is a plus.
• Ability to travel up to 25%.

What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way offers supportive workplace policies, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Continuous learning, skill development, and Grow My Way programming support an AI-enabled future.
• Industry Competitive Benefits: Comprehensive plans include flexible vacation, Mental Health Days, retirement savings, and tuition reimbursement.
• Culture: Globally recognized for inclusion, belonging, flexibility, and strong values.
• Social Impact: Two paid volunteer days annually and opportunities for pro-bono projects and ESG initiatives.
• Making a Real-World Impact: Help uphold the rule of law, turn the wheels of commerce, and provide trusted information.

Key skills/competency

• Customer Success Leadership
• SaaS and Legal Technology
• Customer Relationship Management
• Team Development & Coaching
• Strategic Account Planning
• Gainsight, Salesforce, Gong
• Executive Business Reviews (EBRs)
• GenAI and AI Prompting
• Customer Adoption & Retention
• Cross-functional Collaboration