Manager, Customer Success Managers

We are seeking a customer-focused professional with a passion for solving complex business challenges and driving customer success. 

About the Role

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 

You may be a fit for this role if your background includes:

• Experience: A law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals. Additionally, you have experience in Customer Success, Account 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. 

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two co