Thomson Reuters · 9 hours ago
Manager, Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$147K/yr - $273K/yr
3+ years expThomson 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.
AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware
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
Qualification
Required
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%
Benefits
Flexibility & Work-Life Balance
Career Development and Growth
Industry Competitive Benefits
Culture
Social Impact
Making a Real-World Impact
Market competitive health, dental, vision, disability, and life insurance programs
Competitive 401k plan with company match
Competitive vacation, sick and safe paid time off
Paid holidays (including two company mental health days off)
Parental leave
Sabbatical leave
Optional hospital, accident and sickness insurance paid 100% by the employee
Optional life and AD&D insurance paid 100% by the employee
Flexible Spending and Health Savings Accounts
Fitness reimbursement
Access to Employee Assistance Program
Group Legal Identity Theft Protection benefit paid 100% by employee
Access to 529 Plan
Commuter benefits
Adoption & Surrogacy Assistance
Tuition Reimbursement
Access to Employee Stock Purchase Plan
Company
Thomson Reuters
Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets.
10001+ employees
H1B Sponsorship
Thomson Reuters has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (5)
Funding
Current Stage
Public CompanyTotal Funding
unknown1995-11-20IPO
Leadership Team
Steve Hasker
President and CEO
Michael Eastwood
Chief Financial Officer
Recent News
International Accounting Bulletin
2026-01-19
Beyond Bylines
2026-01-11
Company data provided by crunchbase