Senior Customer Success Manager, Corporate Risk

Thomson Reuters is a global provider of trusted journalism and news, and they are seeking a Senior Customer Success Manager to support customers across their Risk & Fraud suite of products. The role involves engaging with enterprise and strategic customers, delivering measurable outcomes through structured Customer Success Plans, and driving adoption and expansion in partnership with Sales and Professional Services.

Responsibilities:

• Be a deep product expert on our Risk & Fraud suite of products
• Deliver all aspects of the customer success motion to assigned customers; in combination with deep Risk product expertise. Including, but not limited to: co creating customer success plans, delivery executive business reviews, demonstrate value, identifying and mitigating risk while retaining and growing the customers relationship with Thomson Reuters
• Serve as deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements
• Develop enablement for customers in partnership to serve our digital strategy
• Develop enablement to educate Thomson Reuters employees
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives
• Effectively partner with all relevant internal and external partners and stakeholders
• Leverage technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately
• Increased customer adoption and time-to-value across Risk 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:

• 3+ years experience working or managing Customer Success portfolios/teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus
• Demonstrated passion through delivering outcomes in a high-performing team
• Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts
• 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 Risk investigations & 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
• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable
• Live our TR core values: Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together—driving impact through curiosity, speed, and collaboration
• Bachelor's degree required
• Ability to travel 25%
• Prior experience in the legal technology sector or direct experience working with Risk & legal professionals, law firms, or corporate legal departments is highly preferred
• Understanding of Risk & legal workflows, terminology, and common challenges
• Master's degree is a plus