Legal Content Customer Success Manager

🔥 2 minutes ago

🗽 New York, Minnesota, +1 more states – Remote

🗽 New York – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote

💵 $93.1k - $172.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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 the Corporate Legal product suite, focusing on enterprise and strategic customers • Serve as a deep product expert for the AI-enabled CoCounsel suite • Deliver customer success plans, executive business reviews, value demonstrations, proactive check-ins, and risk mitigation • Drive customer adoption, value realization, retention, and expansion in partnership with Sales and Professional Services • Represent product expertise at conferences, webinars, and virtual or in-person engagements • Develop customer enablement and employee education in support of digital strategy • Build and present business plans and report on market and competitor activities • Represent Customer Success in cross-functional meetings • Partner with internal and external stakeholders • Use Gainsight, Salesforce, Gong, and related tools to manage client information, pipeline, and financial forecasts • Create scalable playbooks, processes, and enablement based on customer success practices

🎯 Requirements

• 3+ years of experience working or managing Customer Success portfolios/teams; SaaS experience preferred • Experience delivering positive customer outcomes through value stories and customer references • Experience with success metrics and ability to quantify and communicate results for enterprise/strategic accounts • 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 or legal professional, law firm, or corporate legal department experience highly preferred • Understanding of legal workflows, terminology, and common challenges • Functional/technical skills in GenAI systems and AI prompting engineering applied to legal research, drafting, and analysis • Strong executive presence, communication, stakeholder management, and facilitation skills • Strong business acumen, customer journey management, conflict resolution, and problem-solving skills • Bachelor’s degree required • Ability to travel 25%

🏖️ Benefits

• Flexible work arrangements, including work from anywhere for up to 8 weeks per year • Continuous learning and skills development through Grow My Way programming • Flexible vacation • Two company-wide Mental Health Days off • Headspace app access • Retirement savings • Tuition reimbursement • Employee incentive programs • Mental, physical, and financial wellbeing resources • Two paid volunteer days off annually • Pro-bono consulting and ESG initiative opportunities • Health, dental, vision, disability, and life insurance • Competitive 401(k) plan with company match • Sick and safe paid time off • Paid holidays, including two company mental health days • 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

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