Customer Success Manager

🕒 May 6

🏢🏡 New York City – Hybrid

💵 $107.2k - $199.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Thomson Reuters

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2008

💸 Finance

📱 Media

☁️ SaaS

Finance • Media • SaaS

Thomson Reuters is a global content and technology company that provides professionals with reliable and accurate solutions across the legal, tax and accounting, international trade, and risk management sectors. The company offers a range of products including legal research tools, tax preparation software, compliance and regulatory solutions, and media services like Reuters for global news. With significant investments in generative AI, Thomson Reuters continues to innovate in helping professionals optimize their workflows and enhance their decision-making. Their platforms serve various industries such as law firms, corporations, tax professionals, and media organizations, providing essential tools that combine powerful technology with in-depth expert content.

📋 Description

• Guide customers through the full post-sale implementation lifecycle, from handoff to go-live, coordinating milestones across stakeholders to ensure a smooth rollout • Deliver training and enablement for end users and administrators • Support customers in translating product capabilities into real workflows and practical use cases • Support pilot programs and early engagements with a focus on demonstrating value • Track usage, engagement, and onboarding progress to inform next steps • Build relationships with key stakeholders across law firms, understanding client goals and aligning platform usage to their broader business objectives • Act as a trusted partner and advocate throughout the customer lifecycle, surfacing product feedback and implementation insights to internal teams • Manage multiple onboarding efforts simultaneously, ensuring clarity on timelines and deliverables • Partner with Sales, Product, and Engineering to navigate dependencies, deliver outcomes, and improve internal processes and customer-facing workflows

🎯 Requirements

• 4–6+ years of experience in Customer Success, Implementation, Consulting, or Project Management within a SaaS environment • Hands-on experience managing post-sale implementation or platform onboarding with enterprise customers and multiple stakeholders • Strong organizational and project coordination skills, with the ability to manage competing priorities • Excellent communication and presentation skills in client-facing environments • A proactive, ownership-driven mindset with strong attention to detail • Ability to manage multiple customer engagements in a fast-paced environment • Experience in legal technology, fintech, banking, or other complex, data-driven enterprise environments • Experience working with law firms, financial institutions, or professional services organizations • Exposure to AI-driven or data-intensive products, understanding of systems, data flows, and how tools connect within an organization.

🏖️ Benefits

• Comprehensive benefit plans including health, dental, vision, disability, and life insurance programs • Competitive 401k plan with company match • Flexible vacation • Paid holidays (including two company mental health days off) • Parental leave • Sabbatical leave • Flexible work arrangements including work from anywhere for up to 8 weeks per year • Career development and growth opportunities through a skills-first approach • Access to resources for mental, physical, and financial wellbeing • Tuition reimbursement and employee incentive programs • Social impact initiatives with two paid volunteer days off annually • Environmental, Social, and Governance (ESG) initiatives.