Manager, Customer Success Manager

Join to apply for the Manager, Customer Success Manager role at Thomson Reuters. Overview Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative technology. We are building a world‑class Customer Success organization to help our customers achieve their goals and unlock the full value of our solutions. About the Role The Manager of Customer Success Managers leads a team of CSMs responsible for driving customer adoption, satisfaction, retention, and growth. This role plays a critical part in ensuring customers achieve measurable outcomes while delivering exceptional experiences. Responsibilities Coach and develop CSMs: mentor and guide team members in customer relationship management, problem‑solving, and strategic account planning. Drive team performance: set and monitor performance metrics to align with customer and business outcomes such as adoption, retention, and growth. Support customer engagement: oversee engagement strategies and ensure successful execution of customer success plans. Foster collaboration: partner with Sales, Product, and Enablement teams to provide the tools and resources needed for success. Act as escalation point: resolve cross‑functional customer issues and advocate for customer needs. Optimize processes: identify and implement best practices to improve team efficiency, engagement, and overall effectiveness. Promote a customer‑centric culture: lead by example to create accountability and continuous improvement. Qualifications 7+ years in customer success, account management, or a related role, with at least 2 years managing customer‑facing teams. Experience in SaaS or legal‑tech industries preferred; law degree or substantial experience with law firms, attorneys, or legal professionals is a plus. Proven leadership skills to inspire, coach, and lead a high‑performing team. Customer‑centric mindset with a focus on delivering measurable outcomes. Operational excellence: ability to manage metrics, optimize processes, and drive accountability. Excellent interpersonal and communication skills to influence stakeholders and foster cross‑functional collaboration. Problem‑solving expertise in handling escalations and resolving challenges. Bachelor's degree in business, technology, or related field. Willingness to travel up to 25% per year. Compensation Target total cash compensation range (U.S. locations): $146,300 – $271,700, inclusive of base pay and any target sales incentive. Benefits Flexibility & work‑life balance: Flex My Way policies, work from anywhere up to 8 weeks per year. Career development: Grow My Way programming, skills‑first approach, AI‑enabled learning. Industry‑competitive benefits: flexible vacation, two company‑wide mental‑health days, Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: award‑winning reputation for inclusion, belonging, flexibility, and a values‑driven environment. Social impact: two paid volunteer days per year and ESG initiatives. Comprehensive health, dental, vision, disability, and life insurance; 401(k) plan with company match; additional optional insurance and benefits listed in the background. About Us Thomson Reuters informs the way forward by bringing together trusted content and technology that professionals need to make the right decisions. We serve legal, tax, accounting, compliance, government, and media sectors. Our products combine specialized software and insights to empower decision‑makers and uphold justice, truth, and transparency. Equal Employment Opportunity We are an Equal Employment Opportunity Employer and provide a drug‑free workplace. We make reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs. Learn more about how to protect yourself from fraudulent job postings. Job Posting Closing This job posting will close 12/21/2025. #J-18808-Ljbffr