Manager, Customer Success Management (Government)

About the Role 

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. 

Key Responsibilities: 

• 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 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. 

 

About You 

We are seeking an experienced and customer-focused leader passionate about mentoring teams, driving customer success, and delivering impactful results. 

• Experience: 5+ 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, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals is a plus. 

• Government Expertise: In-depth understanding of government agencies’ operating environment.  Experience navigating complex bureaucracies.  Strong sense of urgency to address government customer issues and concerns in a timely manner while adhering to government protocols.  Understanding of government procurement processes and compliance requirements (e.g. FedRAMP, FISMA, etc) 

• 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 complex customer challenges effectively. 

• Education: Bachelor’s degree in Business, Technology, or a related field. 

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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 base 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 base compensation range for the role in any of those locations is $112,400 - $208,800. Eagan, MN; Ann Arbor, MI; Richmond, VA; Rochester, NY. The base compensation range for the role in any of those locations is $97,100 - $180,300. Chicago, IL; Frisco, TX; Houston, TX; fully remote location. For these locations and any eligible US locations not otherwise noted, including for fully remote location if applicable, the base compensation range for this role is $102,200 - $189,800. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base 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 is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 01/17/2025.

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.

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