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Thomson Reuters · 3 hours ago

Manager, Customer Success Manager

San Francisco, CA

Full-time

Hybrid

Mid, Senior Level

$147K/yr - $273K/yr

3+ years exp

Thomson 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. This role involves direct management of enterprise customers while coaching a team to deliver measurable customer outcomes through structured plans and proactive engagement.

AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware

H1B Sponsor Likely

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

Customer Success ManagementSaaS experienceLegal technology knowledgeGainsightSalesforceExecutive presenceStrategic account planningTeam leadershipCustomer advocacyContinuous improvementProblem-solvingCommunication skillsCollaboration

Required

3+ years of leadership experience or equivalent CSM experience in a SaaS company supporting legal technology products

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

Ability to travel up to 25%

Preferred

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

Benefits

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.

Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.

Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.

Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.

Thomson Reuters offers the following additional benefits: 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; and access to Employee Stock Purchase Plan.

Company

Thomson Reuters

Glassdoor3.0

Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets.

Founded in 2008

Toronto, Ontario, CAN

10001+ employees

http://thomsonreuters.com

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)

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Trends of Total Sponsorships

2025 (13)

2024 (12)

2023 (5)