Manager, Customer Success Management (Government)

$112,400 - $208,800/Yr

Thomson Reuters - New York, NY

Full-time - Manager

Remote - New York, NY

10,001+ employees

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About the position

The Manager of Customer Success Management will lead a team of Customer Success Managers (CSMs) to enhance customer relationships and deliver value. This role is essential in fostering a customer-first culture, developing team capabilities, and aligning team efforts with the organization's broader goals.

Responsibilities

• Coach and develop CSMs to enhance their skills in customer relationship management, problem-solving, and strategic account planning.
• Drive team performance by setting and monitoring performance metrics aligned with customer and business outcomes such as adoption, retention, and growth.
• Support customer engagement strategies and ensure CSMs execute customer success plans to achieve measurable results.
• Foster collaboration with Sales, Product, and Enablement teams to provide CSMs with necessary tools and resources.
• Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
• Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness.
• Promote a customer-centric culture by leading by example and instilling accountability and continuous improvement within the team.

Requirements

• 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.
• A law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals is a plus.
• In-depth understanding of government agencies' operating environment and 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.).
• Proven ability to inspire, coach, and lead a high-performing team of CSMs.
• Deep understanding of customer needs and a focus on delivering measurable outcomes.
• Strong ability to manage metrics, optimize processes, and drive team accountability.
• Excellent interpersonal and communication skills, with the ability to influence stakeholders and foster cross-functional collaboration.
• Experience in handling escalations and resolving complex customer challenges effectively.

Nice-to-haves

• Experience in government contracting or working with government agencies.
• Familiarity with legal compliance and regulatory requirements.

Benefits

• Hybrid work model with flexible working environment.
• Comprehensive benefit plans including health, dental, vision, disability, and life insurance.
• Flexible vacation and two company-wide Mental Health Days Off.
• Work from another location for up to 8 weeks a year.
• Headspace app subscription for mental wellbeing.
• Retirement savings plan with company match.
• Tuition reimbursement and employee incentive programs.
• Access to LinkedIn Learning and internal Talent Marketplace for professional development.
• Two paid volunteer days annually and participation in ESG initiatives.