Customer Success Manager

Thomson Reuters; Greater London; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work policies

Career development

Competitive benefits

Job summary

Thomson Reuters is seeking a Customer Success Manager to join our customer success team. You will onboard and train customers on our software, develop strategies to drive product adoption and maximize usage, and manage accounts to ensure customer needs are met while supporting the sales team.

You’ll serve as a trusted advisor, understanding business needs, developing tailored use cases, and ensuring successful adoption of our solutions, primarily with HighQ, CoCounsel, and Contract Express.

Qualifications

• A law degree or formal legal educational background is strongly preferred.
• Experience working in legal technology or for a SaaS company in a customer-facing role is desirable.

Responsibilities

• Onboard and train customers on Thomson Reuters software and tools.
• Develop tailored use cases and strategies to drive product adoption and maximize usage.
• Manage accounts to ensure customer needs are met and renewals.
• Support the Sales team with accounts and opportunities as needed.
• Act as a trusted advisor to customers and provide strategic guidance throughout the customer journey.
• Collaborate with Product and Engineering by sharing customer feedback for future enhancements.

Education

Law degree or legal background

Tools

HighQ Collaborate

Contract Express

Job description

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 t oidentifytheir specific business challenges and design tailored use cases thatdemonstratethe value of Thomson Reuters’ legal products.
• Drive Adoption and Value Realization:Partnerwith customers to ensure seamless integration of use cases into their workflows,leveraginginternal training resources as needed.
• Build and Strengthen Relationships:Engage regularly with customers to understand their goals andprovidestrategic guidance, acting as their trusted advisor throughout the customer journey.
• ProvideStrategic Guidance:Identifyopportunities tooptimizecustomer outcomes by recommending best practices and aligning solutions to businessobjectives.
• Enhance Retention and Satisfaction:Proactively address customer needs,identifyopportunities 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 toalign oncustomerobjectivesand 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

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.

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