• Partner with an assigned portfolio of schools to identify needs, uncover opportunities, and develop strategic account goals. • Build relationships with assigned customers and promote goodwill between schools and Veracross, interacting via email, ticketing, and phone. • Drive retention and manage churn through awareness of customer goals and proactive monitoring of customer health, using available resources to identify and address barriers to adoption and expansion. • Assess school business needs to suggest products or services that drive long-term success, passing potential leads for incremental software needs to the sales organization. • Serve as an escalation path for customers, working to identify and remove barriers and coordinating internal resources to expedite resolution or develop action plans as needed. • Collaborate with internal teams, partnering with Support, Implementation, and Product Management to align on account strategy, ensure successful use of the software, and maximize renewal opportunities.

• Organizing and running morning meetings • Triaging customer requests over email and phone • Escalating VIP tickets and resolving client issues • Planning projects and ensuring ticket success • Championing superior client communication and service

Role Description Drive renewals across the LATAM region by ensuring customer satisfaction and high NPS through faculty and student engagement. Drive customer outcomes through usage, adoption, and strong implementation. Responsibilities - Be the trusted partner for our customers, creating opportunities to improve educational outcomes by integrating our platforms into their daily practice (including train the trainer and end user sessions). - Build engagement plans for key accounts, partnering with customers on achieving agreed educational goals and driving usage tied to outcomes. Review plans for alignment during the year (e.g., midyear). - With existing customers, develop creative initiatives to strengthen satisfaction, increase usage, expand market presence, and build strategic relationships. - Monitor adoption metrics and proactively track usage to generate actionable customer insights and prevent risks. - Monitor the renewals pipeline and targets, partnering closely with Account Managers on key engagement actions to ensure successful renewals. - Identify risks early and develop plans to strengthen satisfaction and usage in alignment with customer needs. - Identify upsell and cross-sell opportunities and collaborate with Account Managers to develop them. - Lead onboarding and implementation. Qualifications - Demonstrated ability to work with a high level of autonomy and ownership, proactively managing priorities, decision-making, and deliverables in a fast-paced environment. - Strong results-oriented mindset with a high sense of accountability, consistently driving initiatives to completion while meeting business goals and performance expectations. - Proven experience in customer relationship management, building trusted partnerships with stakeholders and ensuring a high level of customer satisfaction and engagement. - Strategic and analytical thinking skills, with the ability to interpret data, generate insights, support decision-making, and translate business needs into actionable plans. - Collaborative and innovative profile, comfortable working cross-functionally and leveraging AI-driven tools and technologies to improve efficiency, processes, and business outcomes. - Fluency in both English and Spanish is required, as this role supports the LATAM region. Requirements - This is a home based position based in either Rio de Janeiro or São Paulo. Benefits - We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. Company Description We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights.

Role Description We’re looking for a Senior Customer Success Manager to support customers across our Corporate Legal suite of products. The role has a focused portfolio of enterprise and strategic customers. The ideal candidate is comfortable engaging with executives at our largest customers—setting direction for the team, modeling best-in-class customer and product success practices, and rolling up their sleeves to drive outcomes for our customers. You'll be able to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services. About the Role - Be a deep product expert on our AI-enabled CoCounsel suite of products. - Deliver all aspects of the customer success motion to assigned customers, including: - Co-creating customer success plans - Delivering executive business reviews - Demonstrating value - Identifying and mitigating risk while retaining and growing the customer's relationship with Thomson Reuters - Serve as a deep product expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements. - Develop enablement for customers in partnership to serve our digital strategy. - Develop enablement to educate Thomson Reuters employees. - Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives. - Effectively partner with all relevant internal and external partners and stakeholders. - Leverage technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately. Key Outcomes - Increased customer adoption and time-to-value across CoCounsel solutions - Identify and drive expansion across your assigned customer portfolio - High-quality, consistent delivery of CSPs, EBRs, and check-ins across the team - Clear visibility and action plans for at-risk accounts - Strong cross-functional collaboration that improves customer experience and advocacy - Model best-in-class customer and product success practices through hands-on work with your own accounts and translate those practices into scalable playbooks, processes, and enablement for the broader team. Qualifications - 3+ years of experience working or managing Customer Success portfolios/teams (SaaS preferred); experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus. - JD or legal experience preferred. - Demonstrated passion through delivering outcomes in a high-performing team. - Energized and elevated others; lead with empathy, clarity, and accountability. - Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts. - Hands-on experience with Gainsight, Gong, and Salesforce (or similar CS/CRM platforms). - Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred. - Understanding of legal workflows, terminology, and common challenges. - Functional/technical skills in GenAI systems and AI prompting engineering, particularly as they apply to legal research, drafting, and analysis. - Strong executive presence: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins. - Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving. - Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable. - Live our TR core values: Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together—driving impact through curiosity, speed, and collaboration. - Bachelor’s degree required; master’s degree or J.D. is a plus. - Ability to travel 25%. Benefits - Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year. - Career Development and Growth: Continuous learning and skill development through Grow My Way programming. - Industry Competitive Benefits: Comprehensive benefit plans including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, and resources for mental, physical, and financial wellbeing. - Culture: Globally recognized for inclusion and belonging, flexibility, work-life balance, and more. - Social Impact: Two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and ESG initiatives. - Making a Real-World Impact: Helping customers pursue justice, truth, and transparency. - Comprehensive benefits package including health, dental, vision, disability, life insurance, 401k plan with company match, and more.