Customer Success Manager

Thomson Reuters

. Guide customers through the full post-sale implementation lifecycle, from handoff to go-live, coordinating milestones across stakeholders to ensure a smooth rollout .

Posted 5/6/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $107,200 - $199,200 per yearWebsite

About the role

Key responsibilities & impact

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
Support pilot programs and early engagements with a focus on demonstrating value
Track usage, engagement, and onboarding progress to inform next steps
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
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

Requirements

What you’ll need

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 onboarding 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
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, understanding of systems, data flows, and how tools connect within an organization.

Benefits

Comp & perks

Comprehensive benefit plans including health, dental, vision, disability, and life insurance programs
Competitive 401k plan with company match
Flexible vacation
Paid holidays (including two company mental health days off)
Parental leave
Sabbatical leave
Flexible work arrangements including work from anywhere for up to 8 weeks per year
Career development and growth opportunities through a skills-first approach
Access to resources for mental, physical, and financial wellbeing
Tuition reimbursement and employee incentive programs
Social impact initiatives with two paid volunteer days off annually
Environmental, Social, and Governance (ESG) initiatives.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

post-sale implementationplatform onboardingproject managementcustomer successconsultingSaaS

Soft Skills

organizational skillsproject coordinationcommunication skillspresentation skillsattention to detailproactive mindset