Senior Customer Success Manager

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** Senior Customer Success Manager page is loaded## Senior Customer Success Manager remote type:
Remote locations:
United States of America, New York, New York:
Newark, New Jersey:
Los Angeles, California:
Salt Lake City, Utah:
Detroit, Michigan time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
February 27, 2026 (30+ days left to apply) job requisition :
JREQ
197841

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative AI technology. Thomson Reuters acquired a leading AI startup, Casetext in 2023 and scaled up to become one of the leading AI solution providers to law firms and corporations. As part of our transformation, we are building a world-class Customer Success organization to ensure our customers achieve their goals and unlock the full value of our solutions.
** This position is available to be remote.*
* ** About the Role
** The Senior Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business goals, developing tailored solutions, and ensuring the successful adoption of Thomson Reuters' legal AI solutions. The Senior Customer Success Manager will work with a small number of large and complex customers to build and execute a customized engagement approach that will drive adoption and  the role of
** Senior Customer Success Manager,
** you will focus on:
* Strategic Relationships:
Engage regularly with senior executives to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
* Customer Success Plan:
Jointly create success plans with customers to deliver value and outcomes from Thomson Reuters’s legal AI solutions.
* Transform Legal Workflows with AI:
Collaborate with customers to identify their specific business challenges and design tailored workflows / use cases that deliver sustained value from Thomson Reuters' legal AI solutions.
* Change Management:
Partner with customers to help gain executive sponsorship, identify champions and define change management strategies to help transform the work of attorneys at large law firms.
* Drive Adoption:
Partner with customers to ensure users are trained appropriately (leveraging TR customer education managers) and define mutual strategies to grow adoption of the TR Legal AI solutions.
* Lead Executive Business Reviews:
Capture value delivered to customers from TR Legal AI solutions, lead executive business reviews and develop the joint roadmap for success with customers.
* Enhance Retention and Satisfaction:
Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
* Advocate for Customer Needs:
Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.
** About You
** You are a great fit for the role of
** Senior Customer Success Manager
** if you have the following:
* You have experience in Customer Success, Consulting with legal technology, Account Management, or a related role, with leading legal tech consulting organizations or SaaS firms.
* Legal education (Juris Doctor) or substantial experience working with legal technology, attorneys, or legal professionals preferred. For this role, we are specifically looking for those with experience with large law firms
* Curiosity in technology/AI developments:
Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legal tech.
* Relationship Building:
Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
* Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.

* Collaboration:

Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.#LI-BS1
* ** Flexibility & Work-Life Balance:
** Flex My…