Customer Success Manager, Global and Large Law

Refinitiv; Seattle (WA); Remote; USD 104,000 - 194,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to act as a trusted advisor to clients in the legal sector. This role involves developing tailored use cases, driving customer adoption, and enhancing satisfaction through strategic guidance. The ideal candidate will possess a law degree or substantial legal experience, along with a strong customer-centric mindset. This position offers flexibility, career development opportunities, and a comprehensive benefits package, making it an exciting opportunity for those passionate about customer success and legal technology.

Benefits

Flexible Work Arrangements

Career Development Opportunities

Comprehensive Benefits Package

Mental Health Days Off

Tuition Reimbursement

Employee Stock Purchase Plan

Volunteer Days Off

Fitness Reimbursement

Qualifications

• Experience with large law firms and customer success roles.
• Proven ability to recommend tailored solutions for business challenges.

Responsibilities

• Collaborate with customers to identify business challenges and design use cases.
• Engage regularly with customers to provide strategic guidance and support.

Skills

Customer Success

Account Management

Relationship Building

Technical Acumen

Problem Solving

Education

Law Degree

Formal Legal Education

Tools

AI-driven Platforms

Job description

Customer Success Manager, Global and Large Law page is loaded

Customer Success Manager, Global and Large Law

Apply remote type Remote Job: Remote locations USA-New York-3 Times Square USA-Los Angeles-777 S. Alameda Washington, DC, District of Columbia Seattle, Washington time type Full time posted on Posted 2 Days Ago time left to apply End Date: May 29, 2025 (27 days left to apply) job requisition id JREQ190925

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. We are seeking a customer-focused professional with a passion for solving complex business challenges and driving customer success.

About the Role

In the role of Customer Success Manager, you will:

• 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 guidanc e , 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 T eams: Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience .

About You

You are a fit for the role of Customer Success Manager if you have the following:

• A law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals. For this role, we are specifically looking for those with experience with large law firms. Additionally, you have experience in Customer Success, Account Management, or a related role, ideally within Saas or subscription-based business models.

• Use Case Expertise: Proven ability to understand customer-specific use cases and recommend tailored solutions that address their business challenges and objectives.

• Technical Acumen: Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legal tech .

• Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.

• Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.

• Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.

#LI-BS1

What’s in it For You?

• 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.For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $104,300 - $193,700.This is inclusive of both base pay and any target sales incentive.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 job posting will close 05/29/2025.

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 .

Learn more on how to protect yourself from fraudulent job postings here .

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

Similar Jobs (2)

Customer Success Manager

remote type Remote Job: Remote locations 2 Locations time type Full time posted on Posted 8 Days Ago time left to apply End Date: May 23, 2025 (21 days left to apply)

Manager, Customer Success Managers

remote type Remote Job: Remote locations USA-New York-3 Times Square time type Full time posted on Posted 3 Days Ago time left to apply End Date: May 28, 2025 (26 days left to apply)

Thomson Reuters informs the way forward by delivering trusted content and technology that professionals and institutions need to make the right decisions. We are modernizing the pillars of society through the digitalization of the tax and legal professions, the free press, commerce, and the rule of law, and elevating the way professionals and institutions work.

Discover how Thomson Reuters approaches AI innovation as Chief Product Officer David Wong breaks down the essential components.