Manager, Product Success

Role Description

We’re looking for a Manager of Product Success to lead a team of Product Success Managers with customers across our CoCounsel Legal suite of products. This leader will also directly own a focused portfolio of enterprise and strategic customers while managing and developing a team of Product 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 and product success practices and rolling up their sleeves to drive outcomes for our customers.

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:

• Be a deep product expert on our AI enabled CoCounsel suite of products.
• Deliver all aspects of the customer success motion to assigned customers; in combination with deep CoCounsel product expertise.
• Including, but not limited to: co-creating customer success plans, delivering executive business reviews, demonstrating value, identifying and mitigating risk while retaining and growing the customer relationship with Thomson Reuters.
• Serve as deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
• Develop enablement for customers in partnership to serve our digital strategy.
• Develop enablement to educate Thomson Reuters employees.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
• Effectively partner with all relevant internal and external partners and stakeholders.
• 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 Product Success Managers, you will:

• Coach and Develop PSMs: Mentor and guide PSMs 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 PSMs are executing on customer success plans to drive measurable results.
• Foster Collaboration: Partner with Sales, Product, Customer Success, Professional Services, and Enablement teams to ensure PSMs 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.
• Serve as the PSM leader and deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.

Key Outcomes

• Increased customer adoption and time-to-value across CoCounsel 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.

Qualifications

• 3+ years leading or managing Customer Success teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus.
• Demonstrated passion for developing people and building high-performing teams.
• Energized and elevated others; lead with empathy, clarity, and accountability.
• Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts.
• Hands-on experience with Gainsight, Gong, and Salesforce (or similar CS/CRM platforms).
• 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.
• 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.
• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.
• Bachelor’s degree required; master’s degree or J.D. is a plus.
• Ability to travel 25%.

Benefits

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges.
• Industry Competitive Benefits: Comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, and more.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact: Make an impact in your community with our Social Impact Institute.
• Making a Real-World Impact: We help our customers pursue justice, truth, and transparency.