Customer Success Manager

Thomson Reuters is transforming the legal industry through a combination of best-in-class content, AI, and workflow solutions. As part of this transformation, Noetica—an AI-powered analytics and market intelligence platform—is entering a new phase of growth following its acquisition. We are building a Customer Success function that sits at the center of this evolution—supporting customers as they adopt new AI-driven workflows while also helping define how the product scales within a global organization. The Customer Success Manager will work closely with a set of strategic law firm clients, guiding them from initial onboarding through early adoption and into longer-term value realization. This role blends structured execution with strategic engagement, requiring someone who can both manage complex onboarding processes and partner with customers to shape how the platform is used within their organizations. This role offers a unique opportunity to operate at the intersection of a high-growth AI product and a global platform. You will work closely with sophisticated, strategic customers and help shape how a product is implemented and adopted in real time—combining the pace and ownership of a growing product team with the scale, resources, and stability of Thomson Reuters.Given the stage of the product and the integration into Thomson Reuters, this is a dynamic role. You will be operating in an environment where processes are still being refined, the product continues to evolve, and there is a meaningful opportunity to influence how Customer Success is built going forward. About the Role In the role of Customer Success Manager , you will focus on: Customer Onboarding & Implementation: Guide customers through the full post-sale implementation lifecycle, from handoff to go-live, coordinating milestones across stakeholders to ensure a smooth rollout Deliver training and enablement for end users and administrators Support customers in translating product capabilities into real workflows and practical use cases Pilot Execution & Value Realization: Support pilot programs and early engagements with a focus on demonstrating value Track usage, engagement, and onboarding progress to inform next steps Partner with Sales to maintain momentum and support successful conversions Strategic Customer Engagement: Build relationships with key stakeholders across law firms, understanding client goals and aligning platform usage to their broader business objectives Act as a trusted partner and advocate throughout the customer lifecycle, surfacing product feedback and implementation insights to internal teams Cross-Functional Collaboration: Manage multiple onboarding efforts simultaneously, ensuring clarity on timelines and deliverables Partner with Sales, Product, and Engineering to navigate dependencies, deliver outcomes, and improve internal processes and customer-facing workflows About You You're a fit for Customer Success Manager role if you bring: 4–6+ years of experience in Customer Success, Implementation, Consulting, or Project Management within a SaaS environment Hands-on experience managing post-sale implementation or platform o nboarding with enterprise customers and multiple stakeholders Strong organizational and project coordination skills, with the ability to manage competing priorities Excellent communication and presentation skills in client-facing environments A proactive, ownership-driven mindset with strong attention to detail Ability to manage multiple customer engagements in a fast-paced environment You will stand out if you have: Experience in legal technology, fintech, banking, or other complex, data-driven enterprise environments Experience working with law firms, financial institutions, or professional services organizations Exposure to AI-driven or data-intensive products, including an understanding of systems, data flows, and how tools connect within an organization #LI-AY1 What’s in it For You? Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. 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 tra