Manager, Product Success (CoCounsel Legal)

Thomson Reuters is a global leader in providing trusted content and technology for professionals across various industries. They are seeking a Manager of Product Success to lead a team of Product Success Managers and directly manage a portfolio of enterprise customers, focusing on adoption and value realization of their CoCounsel Legal products.

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
• 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 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 legal professionals, law firms, or corporate legal departments is highly preferred
• Understanding of legal workflows, terminology, and common challenges
• Master's degree or J.D. is a plus