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Thomson Reuters · 12 hours ago

Manager, Product Success (CoCounsel Legal)

Frisco, TX

Full-time

Hybrid

Mid, Senior Level

$147K/yr - $273K/yr

3+ years exp

Thomson Reuters is seeking a Manager of Product Success to lead a team of Product Success Managers for their CoCounsel Legal suite of products. This role involves managing a portfolio of enterprise customers, driving customer success outcomes, and coaching a team to ensure effective customer engagement and satisfaction.

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Responsibilities

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, delivery executive business reviews, demonstrate value, identifying and mitigating risk while retaining and growing the customers 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

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

Qualification

Customer Success ManagementProduct ExpertiseGainsightSalesforceLegal Technology ExperienceAI Systems KnowledgeTeam LeadershipCommunication SkillsProblem-SolvingStrategic ThinkingCollaboration

Required

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)

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

Live our TR core values: Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together—driving impact through curiosity, speed, and collaboration

Bachelor's degree required; master's degree or J.D. is a plus

Ability to travel 25%

Preferred

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