Sr. Customer Success Manger, Corporates Legal
Thomson Reuters VenturesWe’re looking for a Senior Customer Success Manager to support customers across our Corporate Legal suite of products. The role has a focused portfolio of enterprise and strategic customers.
The ideal candidate is comfortable engaging with executives at our largest customers—setting direction for the team, modeling best-in-class customer and product success practices, and rolling up their sleeves to drive outcomes for our customers. You'll be able to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.
About the Role
In your capacity serving your individual book of business:
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, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customer's relationship with Thomson Reuters.
Serve as a 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.
Key Outcomes
Increased customer adoption and time-to-value across CoCounsel
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.
About You
You are a fit for the role of Senior Customer Success Manager if you have:
3+ years of 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.
JD or legal experience preferred.
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).
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% .
#LI-BS1
What’s in it For You?
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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
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. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
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. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
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