Manager, Customer Success Manager

Manager, Customer Success Manager

We're looking for a Manager of Customer Success to lead a team of Customer Success Managers (CSMs) serving customers across our Corporates Legal suite of products (CoCounsel, Westlaw, Practical Law, Legal Tracker and HighQ). This leader will also directly hold and manage their own focused book of enterprise customers while managing and developing a team of Customer Success professionals. The ideal candidate is equally comfortable leading people and engaging with executives at our largest customers, setting direction for the team, modeling best-in-class customer success practices, and rolling up their sleeves to drive outcomes for their own accounts. You'll coach and enable your team to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You and your team will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.

About the Role In your capacity serving your individual book of business, you will:

• Own a portfolio of enterprise and strategic customers across our Corp Legal Content or Software solutions.
• Deliver all aspects of the customer success motion to assigned customers.
• Co-create and execute customer success plans (CSPs), lead executive business reviews (EBRs), and demonstrate value that leads to desired customer outcomes.
• Track product usage, time-to-value, and leading indicators to proactively manage customer health and escalate risk early.
• Identify and drive expansion opportunities within your assigned portfolio, collaborating with Sales on strategy and execution.
• Model best-in-class customer success practices.
• Leverage technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.

In your capacity as the leader of a team of Customer Success Managers, you will:

• Coach and Develop CSMs: Mentor and guide CSMs to build their skills in customer relationship management, problem-solving, and strategic account planning.
• Drive Team Performance: Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth.
• Support Customer Engagement: Ensure high-quality, consistent delivery of CSPs, EBRs, and proactive check-ins across the team.
• Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
• Foster Collaboration: Partner closely with Sales, Product, Customer Support, Professional Services and Enablement to ensure CSMs have the tools and resources needed to succeed and accelerate customer outcomes.
• Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.
• Use Gainsight, Salesforce, and related tooling to maintain accurate account data, health scores, and activity tracking for your team.
• Promote a Customer-Centric Culture: Lead by example and build a culture of customer focus, accountability, rigor, and continuous improvement within the team.

Key Outcomes Increased customer adoption and time-to-value across Corp Legal solutions Identify and drive expansion across your assigned customer portfolio High-quality, consistent delivery of CSPs, EBRs, and check-ins across the team Clear visibility and action plans for at-risk accounts Strong cross-functional collaboration that improves customer experience and advocacy Model best-in-class customer and product success practices through hands-on work with your own accounts and translate those practices into scalable playbooks, processes, and enablement for the broader team.

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

• 3+ years of leadership experience or equivalent CSM experience in a SaaS company supporting legal technology products.
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.
• Understanding of legal workflows, terminology, and common challenges.
• Experience in developing people and building high-performing teams; you lead with empathy, clarity, and accountability.
• Proven record driving retention, adoption, and expansion with enterprise/strategic accounts while owning a book of business.
• Hands-on experience with Gainsight, Gong, and Salesforce (or similar CS/CRM platforms).
• Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to legal research, drafting, and analysis.
• Strong executive presence: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins.
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.
• Demonstrated curiosity, learning agility, proactivity, urgency, strategic thinking, collaboration, and accountability.
• Aligned to TR values: obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together.
• Bachelor's degree required; master's degree or J.D. is a plus.
• Ability to travel up to 25%.

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...