Sr. Customer Success Executive

The Senior Customer Success Executive (Sr CSE) for Corporates Legal will be responsible for Legal Enterprise customers within our business. The Sr CSE leads renewal and upsell sales motions for top existing accounts, driving retention during the renewal window and handles more complex deals. This role is assigned a book of business specific to Enterprise customers and will be responsible for the development of customers knowledge on their suite of offerings. The Sr CSE will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects and strong business acumen to remove obstacles interfering with growth and retention of customers.

Location: can be remote based, must be based in the US.

About the Role:

In this opportunity as a Sr. Customer Success Executive, you will:

•  Understand “what success looks like” for our customers and partner with them to define their business outcomes. Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment and track against targets over time
•  Drive best practices that are developed with your customer-base that can be shared with other members of the team. Includes but not limited to, developing commercial growth strategies, defining how best to collaborate with internal partners such as Sales and Professional Services, and identifying long-term Customer Success Plans that are best in class for others to learn from
•  Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges and growth opportunities to build useful insights and strategically adjust when needed
•  Growing value – Assess the maturity of deployed offerings and functionality to make recommendations for improvement. Work closely with the commercial team to activate those opportunities
•  Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams that result in retention, growth, and education, tailored to their workflow
•  Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately
•  Lead business plan presentations of your book of business which account for planning, preparation, and execution of how to maximize efficiency, retention, and growth within your customer base

Key Deliverables

• Develop relationships and optimize Enterprise customer accounts

•  Delivery of target financial and customer experience objectives for the Corporates segment (e.g., client renewal rate and value growth through increased customer adoption)
•  Forecast monthly renewal and growth targets  Reporting on market and competitor activities
•  Represent the Customer Success team through presentations across internal meetings with other company functions necessary to perform duties and aid business development
•  Ensure key metrics are tracked such as active users, user logon, usage metrics and overall retention rates
•  Liaise between the customer and Thomson Reuters teams such as, customer support, professional services, technology, and product management teams, as needed

About You:

You're a fit for the role of Customer Success Executive if you have:

•  Juris Doctor degree or equivalent legal industry experience
•  8+ years of professional experience, with a minimum of 5 years’ experience in client management  Experience in Gainsight and Salesforce
•   Experience working in and around legal content and software solutions such as Westlaw, Practical Law and CoCounsel
•  Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-  solve

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What's in it For You?

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The target total cash compensation range for the role in any of those locations is $141,800 - $263,300. The target total cash compensation range in other locations may vary. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

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