We’re looking for a Senior Customer Success Manager to support customers across our Corporate Legal Software 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.
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About the Role
In your capacity serving your individual book of business:
- Be a deep product expert on our AI-enabled Legal Tracker and HighQ suite of products.
- Deliver all aspects of the customer success motion to assigned customers, in combination with deep Legal Tracker and HighQ 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.
- Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges, and growth opportunities to build useful insights and strategically adjust when needed
- Serve as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
- Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
- Establish and maintain long-term customer relationships. This includes developing and maintaining relationships across the enterprise, including but not limited to legal, finance, procurement, etc.
- Effectively partner with all relevant internal and external partners and stakeholders.
- Leverage technology tools (e.g., Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.
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- Increased customer adoption and time-to-value across Legal Tracker and HighQ 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:
- 5+ years of experience working or managing Customer Success portfolios (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 on a high-performing team.
- Energized and elevating 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, 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 billing workflows, terminology, and common challenges. Have Strong understanding of legal department operations.
- 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% .
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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.
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. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, 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.
Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations.

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