Thomson Reuters is transforming the legal industry with unmatched legal content, expertise, and innovative technology. To support this transformation, we are building a world-class Customer Success organization dedicated to ensuring our customers achieve their goals and realize the full value of our solutions.

The Vice President, Customer Success will provide strategic direction and coaching to managers, enabling them to deliver measurable outcomes for our legal customers. This role is critical in driving value realization, customer adoption, satisfaction, and retention while fostering growth across our client base and will need to work with senior leadership across the business to ensure alignment & proper support for the CS organization.

Reporting to the Head of Customer Success within the Legal Professionals group, the CSM Leader will champion strategies that maximize customer value, foster advocacy, and strengthen partnerships, positioning Thomson Reuters as an indispensable partner in our customers’ success.

This position will be hybrid at one of the Thomson Reuter's hub sites; MSP, Dallas, New York

About the Role:

In this opportunity as Vice President, Customer Success, you will provide:

Strategic Leadership: Develop and implement customer success strategies that align with business goals and enhance customer value 

Drive Adoption and Usage: Lead efforts to ensure customers fully leverage our solutions, achieving measurable outcomes 

Drive Customer Value: Develop and implement adoption strategies to ensure customers fully leverage our solutions, achieving measurable outcomes. 

Foster Retention and Growth: Build strong customer relationships, minimize churn, and identify opportunities for expansion. 

Build and Scale a High-Performing Team: Recruit, develop, and empower Customer Success Managers, fostering growth and operational excellence. 

Collaborate Across Functions: Partner with Sales, Product, and Enablement teams to align on customer needs and integrate customer success priorities into broader organizational strategies. 

Champion the Voice of the Customer: Serve as the internal representative for our customers by advocating for their needs and leveraging customer insights to drive continuous improvement and innovation in collaboration with Product and Leadership teams. 

About You

You're a fit for the role of VP, Customer Success if your background includes experienced, customer-focused leader passionate about driving success, delivering measurable outcomes, and fostering advocacy for our customers.

Experience: 12+ years in Customer Success, Account Management, or related roles, with at least 5 years in leadership. Experience in the legal tech or SaaS industries is preferred.

Strategic Vision: Proven ability to build and scale Customer Success organizations in high-growth or transformation environments.

Customer-Centric Mindset: Deep understanding of customer needs, with a focus on delivering tangible, measurable outcomes.

Leadership Skills: Demonstrated ability to inspire, mentor, and lead high performing teams to achieve ambitious goals.

Communication: Exceptional interpersonal and communication skills, with the ability to build trust and influence across diverse stakeholders.

Education: Bachelor’s degree in Business, Technology, or a related field. Advanced degrees are a plus.

#LI-LA

What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

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

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The target total cash compensation range for the role in any of those locations is $361,900 - $672,100. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.