Customer Success Manager, Corporate Risk

Thomson Reuters is seeking a Customer Success Manager to support customers across their Risk & Fraud suite of products. The role involves engaging with enterprise and strategic customers to drive adoption, value realization, and expansion through structured Customer Success Plans and proactive check-ins.

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. Energized and elevated others; lead with empathy, clarity, and accountability
• 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)
• 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; master's degree is a plus
• 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
• Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to Risk investigations & legal research, drafting, and analysis