Customer Success Manager (CSM)
Overview
Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative technology. 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.
The Customer Success Manager (CSM) will work closely with customers across the legal industry to understand their specific business challenges and design tailored use cases that maximize the value of Thomson Reuters’ legal products. Thomson Reuters products this role works with includes HighQ, CoCounsel, Contract Express, Practical Law and Westlaw. This role focuses on driving adoption, engagement, and measurable outcomes while building trusted customer relationships.
Reporting to a Manager of CSMs, the CSM will collaborate with cross-functional teams and leverage internal resources to deliver exceptional customer experiences and long-term success.
About the Role
The Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business needs, developing tailored use cases, and ensuring successful adoption of Thomson Reuters’ solutions.
Key Responsibilities:
- Onboarding and Enablement: Coordinate onboarding activities and ensure customers have access to the tools and resources needed for success.
- Develop and Drive Use Cases: Collaborate with customers to identify their specific business challenges and design tailored use cases that demonstrate the value of Thomson Reuters’ legal products.
- Drive Adoption and Value Realization: Partner with customers to ensure seamless integration of use cases into their workflows, leveraging internal training resources as needed.
- Build and Strengthen Relationships: Engage regularly with customers to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
- Provide Strategic Guidance: Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives.
- 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.
- Collaborate Across Teams: Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience.
About You
We are seeking a customer-focused professional with a passion for solving complex business challenges and driving customer success.
Qualifications:
- Experience: You have a law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals. Additionally, you have experience in Customer Success, Legal Technology, Legal Project Management, or a related role, ideally within SaaS or subscription-based business models.
- Use Case Expertise: Proven ability to understand customer-specific use cases and recommend tailored solutions that address their business challenges and objectives.
- Technical Acumen: 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-KL1
What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
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 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
Learn more on how to protect yourself from fraudulent job postings here.
More information about Thomson Reuters can be found on thomsonreuters.com.
Top Skills
Thomson Reuters London, England Office
5 Canada Square, London, United Kingdom, E14 5AQ
