Legal Content Customer Success Manager

Summary

Thomson Reuters provides trusted content and technology solutions for professionals and organizations across legal, tax, accounting, compliance, government, and media. The Legal Content Customer Success Manager supports enterprise and strategic customers using the AI-enabled CoCounsel suite, driving adoption, value realization, retention, and expansion through customer success plans, executive business reviews, enablement, and cross-functional collaboration.

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, in combination with deep CoCounsel product expertise. Including, but not limited to: co-creating customer success plans, delivery executive business reviews, demonstrate value, identifying and mitigating risk while retaining and growing the customers 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, report on market and competitor activities, and represent 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

Skills

• 3+ years of experience working or managing Customer Success portfolios/teams (SaaS preferred)
• 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)
• 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
• Ability to travel 25%
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred
• Juris Doctor (JD)
• Masters Degree
• Legal Experience
• Experience with Business, Law, Computer Science, Consulting, Engineering, or a related discipline is a plus
• Master's degree or J.D. is a plus

Qualifications

Must Haves

• 3+ years of experience working or managing Customer Success portfolios/teams (SaaS preferred)
• 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)
• 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
• Ability to travel 25%

Nice to Haves

• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred
• Juris Doctor (JD)
• Masters Degree
• Legal Experience
• experience with Business, Law, Computer Science, Consulting, Engineering, or a related discipline is a plus
• master's degree or J.D. is a plus

Benefits

• Flex My Way supportive workplace policies for managing personal and professional responsibilities.
• Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
• Grow My Way programming and skills-first career development and growth support.
• Flexible vacation.
• Two company-wide Mental Health Days off.
• Access to the Headspace app.
• Retirement savings.
• Tuition reimbursement.
• Employee incentive programs.
• Resources for mental, physical, and financial wellbeing.
• Health, dental, vision, disability, and life insurance programs.
• 401(k) 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 the employee.
• Access to 529 Plan.
• Commuter benefits.
• Adoption & Surrogacy Assistance.
• Access to Employee Stock Purchase Plan.
• Two paid volunteer days off annually.
• Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Award-winning culture of inclusion and belonging, flexibility, and work-life balance.