Senior Customer Success Manager, Legal Software

About this role

We’re looking for a Senior Customer Success Manager to support customers across our Corporate Legal Software suite of products. The role has a focused portfolio of enterprise and strategic customers.


The ideal candidate is comfortable engaging with executives at our largest customers, setting direction for the team, modeling best-in-class customer and product success practices and rolling up their sleeves to drive outcomes for our customers. You'll be able to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.


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About The Role
In your capacity serving your individual book of business:

• Be a deep product expert on our AI-enabled Legal Tracker and HighQ suite of products.
• Deliver all aspects of the customer success motion to assigned customers, in combination with deep Legal Tracker and HighQ product expertise. Including, but not limited to: co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customer's relationship with Thomson Reuters.
• Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges, and growth opportunities to build useful insights and strategically adjust when needed
• Serve as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
• Establish and maintain long-term customer relationships. This i...