Customer Success Manager
Thomson Reuters
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $146,300 - $271,700 per year
Job Level
SeniorLead
About the role
- Mentor and guide CSMs to build their skills in customer relationship management, problem-solving, and strategic account planning
- Set and monitor performance metrics for the team
- Oversee customer engagement strategies and ensure CSMs are executing customer success plans
- Partner with Sales, Product, and Enablement teams
- Act as an escalation point for customer issues
- Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness
- Lead by example to create a culture of customer focus, accountability, and continuous improvement
Requirements
- 7+ years in customer success, account management, or a related role
- At least 2 years managing customer-facing teams
- Experience in SaaS or legal tech industries preferred
- Law degree or substantial experience working with law firms, attorneys, or legal professionals is a plus
- Proven ability to inspire, coach, and lead a high-performing team of CSMs
- Deep understanding of customer needs and a focus on delivering measurable outcomes
- Strong ability to manage metrics, optimize processes, and drive team accountability
- Excellent interpersonal and communication skills
- Experience in handling escalations and resolving issues
Benefits
- Flexible vacation
- Two company-wide Mental Health Days off
- Access to the Headspace app
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Resources for mental, physical, and financial wellbeing
- 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
- Access to Employee Stock Purchase Plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer relationship managementproblem-solvingstrategic account planningperformance metricscustomer engagement strategiescustomer success plansbest practicesteam efficiencySaaSlegal tech
Soft skills
mentoringcoachingleadershipcustomer focusaccountabilitycontinuous improvementinterpersonal skillscommunication skillsinspiringresolving issues
Certifications
law degree