Manager, Customer Success Manager

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative technology. As part of this 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.

The Manager of Customer Success Managers (CSMs) will lead a team of CSMs who are responsible for driving customer adoption, satisfaction, retention, and growth. This role plays a critical part in ensuring customers achieve measurable outcomes while delivering exceptional customer experiences.

• Coach and develop CSMs:
  Mentor and guide CSMs to build their skills in customer relationship management, problem‑solving, and strategic account planning.
• Drive team performance:
  Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth.
• Support customer engagement:
  Oversee customer engagement strategies and ensure CSMs are executing on the customer success plans to drive measurable results.
• Foster collaboration:
  Partner with Sales, Product, and Enablement teams to ensure CSMs have the tools and resources needed to succeed.
• Customer advocacy:
  Act as an escalation point for customer issues, working cross‑functionally to resolve challenges and advocate for customer needs.
• Optimize processes:
  Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.
• Promote a customer‑centric culture:
  Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team.

• Experience:
  
  7+ years in customer success, account management, or a related role, with at least 2 years managing customer‑facing teams. Experience in SaaS or legal tech industries is preferred. A law degree or substantial experience working with law firms, attorneys, or professionals is a plus.
• Leadership skills:
  Proven ability to inspire, coach, and lead a high‑performing team of CSMs.
• Customer‑centric mindset:
  Deep understanding of customer needs and a focus on delivering measurable outcomes.
• Operational excellence:
  Strong ability to manage metrics, optimize processes, and drive team accountability.
• Collaboration and communication:
  Excellent interpersonal and communication skills, with the ability to influence stakeholders and foster cross‑functional collaboration.
• Problem‑solving expertise:
  Experience in handling escalations and resolving challenges.
• Education:
  
  Bachelor's degree in business, technology, or related field.
• Travel:
  Up to 25% per year.

Travel:
Up to 25% per year.

• 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…