Legal Content Customer Success Manager

The Legal Content Customer Success Manager supports customers across the Corporate Legal suite of products, including a focused portfolio of enterprise and strategic customers.

You will 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

• Being a deep product expert on the AI-enabled CoCounsel suite of products.
• Delivering all aspects of the customer success motion to assigned customers, in combination with deep CoCounsel product expertise.
• Serving as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
• Developing enablement for customers in partnership to serve the digital strategy.
• Developing enablement to educate Thomson Reuters employees.
• Building and presenting business plans, reporting on market and competitor activities, and representing Customer Success in cross-functional meetings to support business objectives.
• Effectively partnering 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 across CoCounsel solutions.
• Identify and drive expansion across the 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 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 with Business, Law, Computer Science, Consulting, Engineering, or a related discipline is a plus.
• Demonstrated passion for delivering outcomes in a high-performing team.
• Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts.
• Hands-on experience with Gong, and Salesforce (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.
• Functional/technical skills in GenAI systems and AI prompting engineering.
• Strong executive presence: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins.
• Strong business acumen and communication skills.
• Bachelor’s degree required; master’s degree or J.D. is a plus.
• Ability to travel 25%.

What's 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.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, the company prepares talent to tackle tomorrow’s challenges and deliver real-world solutions.
• Industry Competitive Benefits: Comprehensive benefit plans, including 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.
• Social Impact: Make an impact in the community with the Social Impact Institute.
• Making a Real-World Impact: The company helps customers pursue justice, truth, and transparency.

The target total cash compensation range for this role is $93,100 USD - $172,900 USD.