Legal Content Customer Success Manager

Job not on LinkedIn

🔥 17 hours ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $93.1k - $172.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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👻 Ghost score 0%

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Thomson Reuters

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2008

💼 Consulting

⚖️ Legal

🛡️ Insurance

Consulting • Legal • Insurance

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

• Support customers across Thomson Reuters’ Corporate Legal suite, including enterprise and strategic customers • Serve as a deep product expert on the AI-enabled CoCounsel suite • Deliver the customer success motion for assigned customers • Co-create Customer Success Plans (CSPs) • Deliver executive business reviews (EBRs) • Demonstrate customer value and drive measurable outcomes • Identify and mitigate risks while retaining and growing customer relationships • Serve as a product expert at industry conferences, Thomson Reuters conferences, webinars, and virtual and in-person engagements • Develop customer enablement in partnership with the digital strategy • Develop enablement to educate Thomson Reuters employees • Build and present business plans • Report on market and competitor activities • Represent Customer Success in cross-functional meetings • Partner with relevant internal and external stakeholders • Use Gainsight, Salesforce, and Gong to manage client information, pipeline, and financial forecasts • Drive adoption, time-to-value, and expansion across assigned customer portfolios • Create scalable playbooks, processes, and enablement for the broader team

🎯 Requirements

• 3+ years of experience working or managing Customer Success portfolios/teams; SaaS experience preferred • Experience with Business, Law, Computer Science, Consulting, Engineering, or a related discipline is a plus • Experience delivering positive customer outcomes through value stories and customer references • Experience with success metrics and quantifying and communicating results for enterprise/strategic accounts • 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 legal technology experience or direct experience working with legal professionals, law firms, or corporate legal departments highly preferred • Understanding of legal workflows, terminology, and common challenges • Functional/technical skills in GenAI systems and AI prompting engineering, particularly for legal research, drafting, and analysis • Strong executive presence, communication, stakeholder management, and facilitation skills for EBRs and executive check-ins • Strong business acumen, customer journey management, conflict resolution, and problem-solving skills • Bachelor’s degree required • Ability to travel 25% • Juris Doctor, master’s degree, and legal experience preferred

🏖️ Benefits

• Flexible work arrangements, including work from anywhere for up to 8 weeks per year • Flexible vacation • Two company-wide Mental Health Days off • Headspace app access • Retirement savings • Tuition reimbursement • Employee incentive programs • Resources for mental, physical, and financial wellbeing • Two paid volunteer days off annually • Pro-bono consulting project opportunities • Environmental, Social, and Governance (ESG) initiative opportunities • Health, dental, vision, disability, and life insurance programs • Competitive 401k plan with company match • Sick and safe paid time off • Paid holidays, including two company mental health days off • Parental leave • Sabbatical leave • Optional hospital, accident and sickness insurance • Optional life and AD&D insurance • Flexible Spending and Health Savings Accounts • Fitness reimbursement • Employee Assistance Program • Group Legal Identity Theft Protection benefit • 529 Plan access • Commuter benefits • Adoption & Surrogacy Assistance • Employee Stock Purchase Plan • Career development, continuous learning, and skills development programs • Inclusion and belonging culture • Work-life balance programs