[Hiring] Legal Content Customer Success Manager @Thomson Reuters

Role Description

The Legal Content Customer Success Manager supports customers across our Corporate Legal suite of products, including 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.

Key Responsibilities

• Being a deep product expert on our AI-enabled CoCounsel suite of products.
• Delivering all aspects of the customer success motion to assigned customers, including:
  • Co-creating customer success plans.
  • Delivering executive business reviews.
  • Demonstrating value.
  • Identifying and mitigating risk while retaining and growing the customer relationship with Thomson Reuters.
• Serving as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, webinars, virtual and in-person engagements.
• Developing enablement for customers in partnership to serve our digital strategy.
• Developing enablement to educate Thomson Reuters employees.
• Building and presenting business plans, reporting on market and competitor activities, and representing Customer Success in cross-functional meetings to support business objectives.
• Effectively partnering with all relevant internal and external partners and stakeholders.
• Leveraging 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.

Qualifications

• 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.
• Experienced in delivering positive customer outcomes through value stories and customer references.
• Must have experience with Success metrics and ability to quantify and share back with the business on enterprise/strategic accounts.
• 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 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.
• Bachelor’s degree required; master’s degree or J.D. is a plus.
• Ability to travel 25%.

Preferred Qualifications

• Juris Doctor (JD)
• Masters Degree
• Legal Experience

Benefits

• Flexibility & Work-Life Balance: Flex My Way policies designed to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Continuous learning and skill development through Grow My Way programming.
• Industry Competitive Benefits: Comprehensive benefit plans including flexible vacation, mental health days, retirement savings, and tuition reimbursement.
• Culture: Award-winning reputation for inclusion and belonging, flexibility, and work-life balance.
• Social Impact: Opportunities for paid volunteer days and involvement in pro-bono consulting projects.
• Making a Real-World Impact: Helping customers pursue justice, truth, and transparency.
• Comprehensive benefits package including health, dental, vision, disability, life insurance, and a competitive 401k plan.