Manager, Customer Success Manager

Manager of Customer Success Managers

Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative technology. As part of this transformation, we are building a world-class Customer Success organization to ensure our customers achieve their goals and unlock the full value of our solutions. The Manager of Customer Success Managers will lead a team of CSMs who are responsible for driving customer adoption, satisfaction, retention, and growth. This role plays a critical part in ensuring customers achieve measurable outcomes while delivering exceptional customer experiences. The Manager of CMS will provide coaching, operational oversight, and strategic guidance to enable their team to exceed customer and business expectations. The Manager of Customer Success Managers will oversee a team of CSMs, ensuring their success in managing customer relationships and delivering value. This role is pivotal in building a customer-first culture, fostering team development, and aligning efforts with broader organizational goals.

In the role of Manager 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: Oversee customer engagement strategies and ensure CSMs are executing on the customer success plans to drive measurable results.

• Foster Collaboration: Partner with Sales, Product, and Enablement teams to ensure CSMs have the tools and resources needed to succeed.

• Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.

• Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.

• Promote a Customer-Centric Culture: Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team.

We are seeking an experienced and customer-focused leader passionate about mentoring teams, driving customer success, and delivering impactful results. You are a fit for the role of Manager of Customer Success Managers if you have:

• Experience: 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 is preferred. Additionally, a law degree or substantial experience working with law firms, attorneys, or legal professionals is a plus.

• Leadership Skills: Proven ability to inspire, coach, and lead a high-performing team of CSMs.

• Customer-Centric Mindset: Deep understanding of customer needs and a focus on delivering measurable outcomes.

• Operational Excellence: Strong ability to manage metrics, optimize processes, and drive team accountability.

• Collaboration and Communication: Excellent interpersonal and communication skills, with the ability to influence stakeholders and foster cross-functional collaboration.

• Problem-Solving Expertise: Experience in handling escalations and resolving

• Education: Bachelor's degree in business, technology, or related field.

• Travel: Up to 25% per year

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.

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.

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.

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.

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.

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.