Manager, Customer Success Manager

Thomson Reuters is seeking a Manager of Customer Success to lead a team of Customer Success Managers serving customers across their Corporates Legal suite of products. The role involves managing a portfolio of enterprise customers while coaching and developing a team to deliver measurable customer outcomes and drive expansion opportunities.

Responsibilities:

• 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
• 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

Requirements:

• 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%