Senior Customer Success Manager

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 value.

• Engage regularly with senior executives to understand goals and provide strategic guidance.
• Jointly create success plans with customers to deliver value from Thomson Reuters' legal AI solutions.
• Collaborate with customers to identify business challenges and design tailored workflows that deliver sustained value.
• Partner with customers to gain executive sponsorship and define change management strategies.
• Ensure users are trained appropriately and define strategies to grow adoption.
• Lead executive business reviews and develop joint roadmaps for success.
• Proactively address customer needs, identify expansion opportunities and reduce churn.
• Serve as the voice of the customer by sharing feedback with product and engineering teams.

• Experience in Customer Success, Consulting with legal technology, or a related SaaS role.
• Legal education (Juris Doctor) or substantial experience working with legal professionals; preference for large law firm experience.
• Curiosity in technology/AI developments and willingness to stay ahead of advancements.
• Strong interpersonal and communication skills; proven ability to build trusted relationships and act as a strategic advisor.
• Customer‑centric mindset with a proactive, personable approach to problem‑solving and measurable outcomes.
• Experience working cross‑functionally with Sales, Product, Marketing, and Support teams.

• Flexibility & Work‑Life Balance:
  Remote work from anywhere for up to 8 weeks per year and other flexible policies.
• Career Development:
  Grow My Way programming and continuous learning opportunities.
• Industry Competitive Benefits:
  Competitive vacation, two mental health days off, Headspace app, retirement savings, tuition reimbursement, and wellness resources.
• Inclusive Culture:
  Global reputation for inclusion, belonging, and flexibility.
• Social Impact:
  Two paid volunteer days off annually and participation in ESG initiatives.

We are an Equal Employment Opportunity Employer. Thomson Reuters complies with all applicable laws and provides reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs.