Customer Success Manager

Thomson Reuters is transforming the legal industry through a combination of best-in-class content, AI, and workflow solutions. As part of this transformation, Noetica—an AI-powered analytics and market intelligence platform—is entering a new phase of growth following its acquisition.

We are building a Customer Success function that sits at the center of this evolution—supporting customers as they adopt new AI-driven workflows while also helping define how the product scales within a global organization.

The Customer Success Manager will work closely with a set of strategic law firm clients, guiding them from initial onboarding through early adoption and into longer-term value realization. This role blends structured execution with strategic engagement, requiring someone who can both manage complex onboarding processes and partner with customers to shape how the platform is used within their organizations.

This role offers a unique opportunity to operate at the intersection of a high-growth AI product and a global platform. You will work closely with sophisticated, strategic customers and help shape how a product is implemented and adopted in real time—combining the pace and ownership of a growing product team with the scale, resources, and stability of Thomson Reuters.Given the stage of the product and the integration into Thomson Reuters, this is a dynamic role. You will be operating in an environment where processes are still being refined, the product continues to evolve, and there is a meaningful opportunity to influence how Customer Success is built going forward.

About the Role

In the role of Customer Success Manager, you will focus on:

Customer Onboarding & Implementation:

• 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

Pilot Execution & Value Realization:

• Support pilot programs and early engagements with a focus on demonstrating value

• Track usage, engagement, and onboarding progress to inform next steps

• Partner with Sales to maintain momentum and support successful conversions

Strategic Customer Engagement:

• 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

Cross-Functional Collaboration:

• 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

About You

You're a fit for Customer Success Manager role if you bring:

• 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 o
  nboarding 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

You will stand out if you have:

• 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, including an understanding of systems, data flows, and how tools connect within an organization

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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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The target total cash compensation range for the role in any of those locations is $107,200 USD - $199,200 USD. Pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This is inclusive of both base pay and any target sales incentive.

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.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at [email protected]. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com