Customer Success Manager

Overview Customer Success Manager - AEM The role focuses on post-sales support activities for TR Legal (Philippines) software products, ensuring successful implementation, driving customer satisfaction, and delivering positive business outcomes by working with customers, partners, and internal stakeholders. Responsibilities The Customer Success Manager will be responsible for all post-sales support activities related to software products sold by TR Legal (Philippines). This role involves working closely with customers, partners and internal stakeholders to ensure successful implementation of our solutions, drive customer satisfaction, and generate positive business outcomes. Build relationships internally and externally at senior management levels and develop strategies to retain existing clients and generate new business opportunities through client feedback analysis, market research, competitive analysis, and sales/marketing initiatives. Monitor key performance indicators (KPIs) across the account base, identify trends in customer usage, adoption, and engagement, and implement measures to improve these metrics. Establish effective communication channels between the company and its clients, provide timely responses to requests, and share regular updates on product enhancements and upgrades. Collaborate with cross-functional teams such as Product Management, Marketing, Professional Services, Support, and Finance to address customer needs and implement beneficial improvements. Manage the renewal retention process, negotiate contract terms and pricing with customers, and coordinate with internal departments to ensure a smooth transition and minimize disruption. Provide training and support to end users to maximize value from products and services. Identify upsell and cross-sell opportunities within the existing customer base and recommend solutions based on customer requirements and budgets. Participate in group problem solving, contribute innovative ideas, and collaborate to find optimal solutions. Assist in lead generation activities, including attending industry events, webinars, leveraging social media, and referrals from customers or partners. Qualifications Bachelor’s degree in Business Administration, Computer Science, Information Technology, or equivalent experience required. Master’s degree preferred but not mandatory. Proven track record in a similar role, preferably within the legal technology industry. Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly. Strong analytical abilities and attention to detail, capable of analyzing data and making informed decisions. Ability to work independently and collaboratively, managing multiple projects while meeting deadlines. Experience with desktop computers, Microsoft Office Suite, and CRM systems. Knowledge of cloud-based technologies and familiarity with SaaS applications. Demonstrated ability to build strong relationships with internal and external stakeholders. Ability to travel domestically and internationally as needed. Preferred candidates will have experience working with sales teams and a deep understanding of sales processes. What’s in it For You? Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office, depending on the role) with a connected digital and physical experience. Flexibility & Work-Life Balance: Policies to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year. Career Development and Growth: Continuous learning and skills development through Grow My Way, preparing you for an AI-enabled future. Industry Competitive Benefits: Flexible vacation, two company-wide Mental Health Days, Headspace, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources. Culture: Global recognition for inclusion, flexibility, work-life balance, and values focused on customers, competition, thinking, speed, and teamwork. Social Impact: Two paid volunteer days annually and opportunities for pro-bono and ESG initiatives. Making a Real-World Impact: Support for justice, truth, and transparency by helping customers pursue these goals. About Us Thomson Reuters informs the way forward by combining trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a leading provider of trusted journalism and news. We are a global company with 26,000 employees in 70+ countries, committed to objectivity, accuracy, fairness, and transparency. We seek talented, qualified employees worldwide, regardless of race, color, sex/gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, veteran status, or any other protected classification. Thomson Reuters is an Equal Employment Opportunity Employer with a drug-free workplace. We provide reasonable accommodations where required by law. More information on accommodation requests and fraud awareness can be found here. Learn more about Thomson Reuters at thomsonreuters.com. #J-18808-Ljbffr