Job Information
Thomson Reuters Holdings Inc Manager, Customer Success Management Government in Ann Arbor, Michigan
About the Role
The Manager of Customer Success Managers will oversee a team of CSMs, ensuring their success in managing customer relationships and delivering value. This role is pivotal in building a customer-first culture, fostering team development, and aligning efforts with broader organizational goals.
Key Responsibilities:
Coach and Develop CSMs: Mentor and guide CSMs to build their skills in customer relationship management, problem-solving, and strategic account planning.
Drive Team Performance: Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth.
Support Customer Engagement: Oversee customer engagement strategies and ensure CSMs are executing on customer success plans to drive measurable results.
Foster Collaboration: Partner with Sales, Product, and Enablement teams to ensure CSMs have the tools and resources needed to succeed.
Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.
Promote a Customer-Centric Culture: Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team.
About You
We are seeking an experienced and customer-focused leader passionate about mentoring teams, driving customer success, and delivering impactful results.
Experience: 5+ years in customer success, account management, or a related role, with at least 2 years managing customer-facing teams. Experience in SaaS or legal tech industries is preferred.Additionally, a law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals is a plus.
Government Expertise: In-depth understanding of government agencies' operating environment. Experience navigating complex bureaucracies. Strong sense of urgency to address government customer issues and concerns in a timely manner while adhering to government protocols. Understanding of government procurement processes and compliance requirements (e.g. FedRAMP, FISMA, etc)
Leadership Skills: Proven ability to inspire, coach, and lead a high-performing team of CSMs.
Customer-Centric Mindset: Deep understanding of customer needs and a focus on delivering measurable outcomes.
Operational Excellence: Strong ability to manage metrics, optimize processes, and drive team accountability.
Collaboration and Communication: Excellent interpersonal and communication skills, with the ability to influence stakeholders and foster cross-functional collaboration.
Problem-Solving Expertise: Experience in handling escalations and resolving complex customer challenges effectively.
Education: Bachelor's degree in Business, Technology, or a related field.
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What's in it For You? You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
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
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-w