Senior Manager, AI Solutions Customer Success

Ready to lead a high-performing team that helps customers realize the full value of AI? We're looking for a strategic, customer-obsessed leader to own post‑sales success across our portfolio of AI Solutions.

In this role, you'll guide a team of Customer Success Managers to drive adoption, utilization, and expansion, align outcomes to business goals, and elevate the customer experience. You will play a key role in shaping our customer success strategy while being accountable for team performance, client satisfaction, and measurable business outcomes. If you're passionate about turning customer insights into a measurable impact, we want to hear from you.

In this opportunity as Senior Manager, AI Solutions Customer Success you will:

• Lead and manage a team of Customer Success Managers to deliver on adoption, deployment, utilization and product upgrade goals.
• Develop and maintain a repository of client use cases to inform training and engagement strategies.
• Foster a culture of continuous improvement and engagement within the team by actively seeking and acting on feedback.
• Establish and nurture relationships with key customers, ensuring their needs are met and their feedback is used to enhance processes.
• Drive revenue growth and retention through identification of upsell, cross-sell, and renewal opportunities.
• Align team operations and goals with the company's financial and operational objectives.

You're a fit for the role of Senior Manager, AI Solutions Customer Success if you have the following required qualifications:

• A law degree and experience working in legal practice or in house.
• People Management: 10+ years managing a high performing team
• Cross-Team Collaboration: Ability to work effectively across functions and teams to achieve shared objectives.
• Customer Insights: Skilled in interpreting customer data and feedback to inform strategies.
• Stakeholder Communications: Strong interpersonal and executive communication skills.
• Change Management: Proven experience leading teams through change and adapting to evolving business needs.
• Talent Development: Experience in coaching, mentoring, and developing high-performing teams.

• 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.

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.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

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.

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More information about Thomson Reuters can be found on thomsonreuters.com.