Customer Success Manager

Customer Success Manager - AEM

About the role:

Job Summary:

• 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.

• Responsible for building relationships internally and externally at senior management level and developing strategies for retaining existing clients and generating new business opportunities through client feedback analysis, market research, competitive analysis, and sales/marketing initiatives.

• Accountable for maintaining and monitoring key performance indicators (KPIs) across the account base, identifying trends in customer usage, adoption, and engagement, and implementing measures to improve these metrics.

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  • Ensure effective communication channels are established between the company and its clients, ensuring timely responses to requests and providing regular updates on product enhancements, upgrades, and other relevant information.

• Collaborate with cross-functional teams such as Product Management, Marketing, Professional Services, Support, and Finance to address customer needs, identify areas for improvement, and implement changes that benefit both the customer and the organization.

• Manage the renewal retention process, negotiating contract terms and pricing with customers, and coordinating with internal departments to ensure smooth transition and minimize disruption.

• Provide training and support to end users, helping them maximize the value they receive from our products and services.

• Identify upsell and cross-sell opportunities within the existing customer base, recommending appropriate solutions based on their specific requirements and budget constraints.

• Actively participate in group problem solving efforts, contributing innovative ideas and collaborating effectively with team members to find optimal solutions.

• Assist in lead generation activities, including attending industry events, participating in webinars, leveraging social media platforms, and referrals from existing customers or partners.

About you:
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 of success in a similar role, preferably within the legal technology industry.

• Excellent communication skills, both written and verbal, with the ability to articulate complex concepts clearly and concisely.

• Strong analytical abilities and attention to detail, capable of analyzing data and making informed decisions.

• Ability to work independently and collaboratively, managing multiple projects simultaneously while meeting tight deadlines.

• Experience working 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 possess a deep understanding of sales processes and techniques.

#LI-CS3

What's in it For You?

• 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.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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