Job Description

The Legal Content Customer Success Manager supports customers across our Corporate Legal suite of products, including a foucsed 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.

Key Responsibilities

In this opportunity as a Legal Content Customer Success Manager, you will be responsible for:

• Being a deep product expert on ourAI-enabledCoCounselsuite of products.
• Delivering all aspects of the customer success motion to assignedcustomers,in combination with deepCoCounselproductexpertise. Including, but not limited to: co-creating customer success plans,deliveryexecutive business reviews,demonstratevalue, identifying and mitigating risk while retaining and growing the customers relationship with Thomson Reuters.
• Serving asa deepproduct 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 businessobjectives.
• Effectivelypartnering 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.

Key Outcomes

• Increased customer adoption and time-to-value acrossCoCounselsolutions.
• Identifyand 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.

Required Qualifications

• 3+ years of experience working or managing Customer Success portfolios/teams (SaaS preferred); experience withBusiness, Law, Computer Science,Consulting,Engineering,or a related disciplineis a plus.
• 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.
• Proventrack record riving retention, adoption, and expansion with enterprise or strategic accounts.
• Hands-on experience with Gong, andSalesforce (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 oflegal workflows, terminology, andcommon challenges.
• Functional/technical skills inGenAI 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 riving impact through curiosity, speed, and collaboration.
• Bachelors degreerequired; masters degreeor J.D. isa plus.
• Ability to travel25.

Preferred Qualifications

• Juris Doctor (JD)
• Masters Degree
• Legal Experience

#LI-BS1

Whats 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 tomorrows 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.