Manager, Product Success (CoCounsel Legal)

Thomson Reuters is a global leader in providing trusted content and technology solutions. They are seeking a Manager of Product Success to lead a team of Product Success Managers, focusing on customer engagement and product adoption for their CoCounsel Legal suite. The role involves mentoring team members, driving performance metrics, and ensuring effective collaboration with internal and external partners.

Responsibilities:

• Be a deep product expert on our AI enabled CoCounsel suite of products
• Deliver all aspects of the customer success motion to assigned customers; in combination with deep CoCounsel 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
• Coach and Develop PSMs: Mentor and guide PSMs 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: Oversee customer engagement strategies and ensure PSMs are executing on customer success plans to drive measurable results
• Foster Collaboration: Partner with Sales, Product, Customer Success, Professional Services, and Enablement teams to ensure PSMs have the tools and resources needed to succeed
• Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs
• Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness
• Promote a Customer-Centric Culture: Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team
• Serve as the PSM leader and deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements

Requirements:

• 3+ years leading or managing Customer Success teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus
• Demonstrated passion for developing people and building high-performing teams. 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)
• 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
• 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
• 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 or J.D. is a plus
• Ability to travel 25%
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred