Vice President, Customer Success

4 weeks ago

Minneapolis, United States Thomson Reuters Full time

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative technology. To support this transformation, we are building a world-class Customer Success organization dedicated to ensuring our customers achieve their goals and realize the full value of our solutions. The Vice President, Customer Success will provide strategic direction and coaching to managers, enabling them to deliver measurable outcomes for our legal customers. This role is critical in driving value realization, customer adoption, satisfaction, and retention while fostering growth across our client base and will need to work with senior leadership across the business to ensure alignment & proper support for the CS organization. Reporting to the Head of Customer Success within the Legal Professionals group, the CSM Leader will champion strategies that maximize customer value, foster advocacy, and strengthen partnerships, positioning Thomson Reuters as an indispensable partner in our customers' success. This position will be hybrid at one of the Thomson Reuters hub sites; MSP, Dallas, New York. About the Role: In this opportunity as Vice President, Customer Success, you will provide: Strategic Leadership: Develop and implement customer success strategies that align with business goals and enhance customer value. Drive Adoption and Usage: Lead efforts to ensure customers fully leverage our solutions, achieving measurable outcomes. Drive Customer Value: Develop and implement adoption strategies to ensure customers fully leverage our solutions, achieving measurable outcomes. Foster Retention and Growth: Build strong customer relationships, minimize churn, and identify opportunities for expansion. Build and Scale a High-Performing Team: Recruit, develop, and empower Customer Success Managers, fostering growth and operational excellence. Collaborate Across Functions: Partner with Sales, Product, and Enablement teams to align on customer needs and integrate customer success priorities into broader organizational strategies. Champion the Voice of the Customer: Serve as the internal representative for our customers by advocating for their needs and leveraging customer insights to drive continuous improvement and innovation in collaboration with Product and Leadership teams. About You: You're a fit for the role of VP, Customer Success if your background includes experienced, customer-focused leader passionate about driving success, delivering measurable outcomes, and fostering advocacy for our customers. Experience: 12+ years in Customer Success, Account Management, or related roles, with at least 5 years in leadership. Experience in the legal tech or SaaS industries is preferred. Strategic Vision: Proven ability to build and scale Customer Success organizations in high-growth or transformation environments. Customer-Centric Mindset: Deep understanding of customer needs, with a focus on delivering tangible, measurable outcomes. Leadership Skills: Demonstrated ability to inspire, mentor, and lead high performing teams to achieve ambitious goals. Communication: Exceptional interpersonal and communication skills, with the ability to build trust and influence across diverse stakeholders. Education: Bachelor's degree in Business, Technology, or a related field. Advanced degrees are a plus. What's in it For You? You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role). Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance. Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more. Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company. Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually. Purpose Driven Work: We help our customers pursue justice, truth, and transparency. #J-18808-Ljbffr

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