Senior Director, Customer Success Operations

We are seeking a dynamic and strategic leader to serve as the Senior Director, Customer Success Operations for our legal segment. In this pivotal role, you will partner with our Customer Success Leadership within our Legal Segment to establish and scale a new Customer Success organization focused on driving value realization, accelerating adoption, and fostering long-term customer loyalty. Leveraging Gainsight as the core platform, you will design processes, metrics, and strategies that align with the unique needs of the legal industry. You will work closely with Customer Success leadership, legal product experts, and cross-functional teams to create a world-class customer experience and measurable business outcomes.

About the Role
In this opportunity as a Senior Director, Customer Success Operations, your key responsibilities will be:

Customer Success Operations Strategy

• Develop and execute a comprehensive Customer Success Operations strategy, aligned with organizational goals for customer adoption, retention, and growth
• Act as a strategic advisor to Customer Success leadership, driving alignment across Sales, Marketing, and Product teams to deliver a unified customer experience
• Design scalable operational frameworks that address the unique needs of legal professionals

Customer Journey Optimization

• Partner with Customer Success Managers (CSMs) to map and refine the end-to-end customer journey, identifying opportunities to improve onboarding, adoption, risk management, and retention
• Develop a customer health scoring framework using Gainsight, focusing on adoption, engagement, and satisfaction metrics
• Identify opportunities to incorporate AI-driven solutions, predictive analytics, and process automation into Customer Success workflows

Data-Driven Insights and Reporting

• Leverage Gainsight data to create predictive models for churn risk, customer satisfaction, and expansion opportunities
• Design and implement dashboards and reporting tools to provide visibility into key metrics such as retention, NPS, and expansion opportunities
• Utilize data to proactively identify churn risks, surface expansion opportunities, and empower CSMs with actionable strategies

Risk Management and Revenue Growth

• Develop proactive strategies to identify and address early warning signs of churn, creating playbooks to guide CSMs in risk mitigation
• Partner with Sales and Customer Success teams to identify and pursue upsell and cross-sell opportunities, contributing to revenue growth and customer satisfaction

Team Leadership and Development

• Build and lead a high-performing Customer Success Operations team, fostering a culture of innovation, collaboration, and accountability
• Lead change management initiatives to drive the adoption of new systems, tools, and processes across the Customer Success organization

About You
You're a fit for the role of Senior Director, Customer Success Operations if your background includes:

• 8+ years of experience in Customer Success Operations, Revenue Operations, or a similar role, with at least 3+ years in a SaaS or subscription-based business
• Proven track record of designing and scaling operational processes within Customer Success, preferably within a legal or professional services context.
• Expertise in Gainsight, including configuration, optimization, and reporting
• Familiarity with Salesforce as a CRM tool
• Strong analytical skills with the ability to translate data into actionable insights and strategic decisions
• Exceptional collaboration and communication skills, with the ability to influence cross-functional teams and present to executive stakeholders
• Experience with customer health scoring models, customer segmentation, and lifecycle management
• Passion for creating exceptional customer experiences and delivering measurable business outcomes
• Bachelor’s degree required; advanced degree or certification in operations or business management is a plus
• Experience working with legal professionals or within the legal technology space.
• Familiarity with NPS, CSAT, and CES frameworks to drive customer insights and satisfaction improvements
• Demonstrated ability to build and lead high-performing teams in a fast-paced environment

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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: Eagan, MN; Ann Arbor, MI; Richmond, VA; Rochester, NY. The base compensation range for the role in any of those locations is $131,000 - $243,400. 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 $137,900 - $256,100. 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.

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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