Manager, Customer Success Manager

We're looking for a Manager of Customer Success to lead a team of Customer Success Managers (CSMs) serving customers across our Corporates Legal suite of products (CoCounsel, Westlaw, Practical Law, Legal Tracker and HighQ). This leader will also directly hold and manage their own focused book of enterprise customers while managing and developing a team of Customer Success professionals.

The ideal candidate is equally comfortable leading people and engaging with executives at our largest customers, setting direction for the team, modeling best-in-class customer success practices, and rolling up their sleeves to drive outcomes for their own accounts. You'll coach and enable your team to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You and your team will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.

About The Role
In your capacity
serving your individual book of business,
you will:

• Own a portfolio of enterprise and strategic customers across our Corp Legal Content or Software solutions.
• Deliver all aspects of the customer success motion to assigned customers. Co-create and execute customer success plans (CSPs), lead executive business reviews (EBRs), and demonstrate value that leads to desired customer outcomes.
• Track product usage, time-to-value, and leading indicators to proactively manage customer health and escalate risk early.
• Identify and drive expansion opportunities within your assigned portfolio, collaborating with Sales on strategy and execution.
• Model best-in-class customer success practices.
• Leverage technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.

In your capacity
as the leader of a team of Customer Success Managers
, you will:

• Coach and Develop CSMs: Mentor and guide CSMs to build their skills in customer relationship management, problem-solving, and strategic