Thomson Reuters is looking for a Customer Success Manager to join our customer success team. Your responsibilities will include onboarding and training our customers on our software, developing and implementing strategies to drive product adoption and maximize usage, managing accounts to ensure that customer needs are being met at all times, and supporting our sales team. You’ll join one of the most-awarded and fastest-growing companies in the legal technology market.
The Customer Success Manager will act as a trusted advisor to customers, focusing on understanding their business needs, developing tailored use cases, and ensuring successful adoption of Thomson Reuters’ solutions. You will primarily work on CoCounsel, HighQ, and Contract Express.
About the role
As Customer Success Manager yuo will be responsible for:
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're a fit for the role of a Customer Success Manager if your background includes:
Interest in learning about new technology and software – we offer a suite of cutting-edge A.I.-based software products;
Interest in the law;
Positive attitude and problem-solving skills;
Ability to work on cross-functional teams and to contribute to broader outcomes–particularly ones focused on positive customer experiences.
A law degree or formal legal educational background is strongly preferred. The ideal candidate also has significant experience working in legal technology or for another SaaS company in a customer-facing role
Experience working with HighQ Collaborate
Experience working with Contract Express
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What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include 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. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
Skills Required
- Interest in learning new technology and software
- Interest in law
- Positive attitude and problem-solving skills
- Ability to work effectively on cross-functional teams
- Ability to contribute to positive customer experiences and broader business outcomes
- Law degree or formal legal educational background
- Significant experience working in legal technology or another SaaS company in a customer-facing role
- Experience working with HighQ Collaborate
- Experience working with Contract Express
Thomson Reuters Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thomson Reuters and has not been reviewed or approved by Thomson Reuters.
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Flexible Benefits — Flexible work options such as hybrid schedules and “Flex My Way” with Work From Anywhere allowances (including limited weeks abroad) are offered and positioned to support work-life balance. Feedback suggests policy-backed flexibility is a notable strength even though application can vary by role and manager.
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Leave & Time Off Breadth — Generous paid time off, enhanced bereavement, caregiver leave, two global mental-health days, and a sabbatical program expand time-away options. Paid parental leave is explicitly highlighted, with a global minimum described at 16 weeks.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is paired with wellbeing resources such as EAP, mental-health tools, and fitness/wellbeing programs. FSAs/HSAs and related health benefits reinforce the depth of the healthcare offering.
Thomson Reuters Insights
What We Do
Thomson Reuters (NYSE / TSX: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. The company serves professionals across legal, tax, accounting, compliance, government, and media. Its products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. For more information, visit tr.com.
