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The ideal candidate is equally comfortable leading people and engaging with executives at our largest customers-setting direction for the team, modeling best-in-class customer and product successpractices androlling up their sleeves to drive outcomes for our customers.You'llcoach and enable your team to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. Youand yourteam will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.

About the Role

In your capacityserving yourindividual book of business:

• Be a deep product expert on ourAI enabledCoCounselsuite of products.

• Deliver all aspects of the customer success motion to assignedcustomers;in combination with deepCoCounselproductexpertise. Including, but not limited to: cocreating customer success plans,deliveryexecutive business reviews,demonstratevalue, identifying and mitigating risk while retaining and growing the customers relationship with Thomson Reuters.

• Serve asdeepproduct expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements.

• Develop enablement for customers in partnership to serve our digital strategy.

• Develop enablement to educate Thomson Reuters employees.

• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support businessobjectives.

• Effectivelypartner with all relevant internal and external partners and stakeholders.

• Leverage technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.

Inyour capacity asthe leader ofa team ofProduct Success Managers,you will:

• Coach and DevelopPSMs: Mentor and guidePSMsto build their skills in customer relationship management, problem-solving, and strategic account planning.

• Drive Team Performance: Set andmonitorperformance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth.

• Support Customer Engagement: Oversee customer engagement strategies and ensurePSMsareexecuting oncustomer success plans to drive measurable results.

• Foster Collaboration: Partner with Sales, Product,Customer Succes, Professional Services,and Enablement teams to ensurePSMshave the tools and resources needed to succeed.

• Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.

• OptimizeProcesses:Identifyand implement best practices to improve team efficiency, customer engagement, and overall effectiveness.

• Promote a Customer-Centric Culture: Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team.

• Serve asthe PSM leader anddeep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in person engagements.

Key Outcomes

• Increased customer adoption and time-to-value acrossCoCounselsolutions

• Identifyand drive expansion across your assigned customer portfolio

• High-quality, consistent delivery of CSPs, EBRs, and check-ins across the team

• Clear visibility and action plans for at-risk accounts

• Strong cross-functional collaboration that improves customer experience and advocacy

• Model best-in-class customer and product success practices through hands-on work with your own accounts and translate those practices into scalable playbooks, processes, and enablement for the broader team.

About You

You area fitfor the role ofManager,ProductSuccessif you have:

• 3+ years leading or managing Customer Success teams (SaaS preferred); experience withBusiness, Law, Computer Science,Consulting,Engineeringor a related disciplineis a plus.

• Demonstrated passion for developing people and building high-performing teams.Energized and elevated others; lead with empathy, clarity, and accountability.

• Proventrack recorddriving retention, adoption, and expansion with enterprise or strategic accounts.

• Hands-on experience with Gainsight, Gong, andSalesforce (or similar CS/CRM platforms).

• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.Understanding oflegal workflows, terminology, andcommon challenges.

• Functional/technical skills inGenAI systems and AI prompting engineering; particularly as they apply to legal research, drafting, and analysis.

• Strong executive presence: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins.

• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.

• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.

• Live our TR core values: Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together-driving impact through curiosity, speed, and collaboration.

• Bachelor's degreerequired; master's degreeor J.D. isa plus.

• Ability to travel25%.

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