Customer Success Manager – Government, Risk & Fraud
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Job Description
Customer Success Manager guiding government and law enforcement customers in adopting Thomson Reuters’ Risk & Fraud AI solutions. Driving investigative workflow transformation, adoption, retention, and strategic outcomes.
Responsibilities:
- Engage with government and law enforcement customers to understand investigation and risk goals
- Develop tailored strategies and drive adoption of TR Risk & Fraud AI solutions
- Manage a customer portfolio based on adoption, health, and other key parameters
- Engage senior government and law enforcement leaders as a trusted advisor
- Jointly create customer success plans
- Identify investigation workflow challenges and design AI-driven research workflows
- Partner with customers on executive sponsorship, champions, and change management strategies
- Build confidence in AI-generated answers through source links and audit trails
- Ensure users receive appropriate training and leverage product training and support resources
- Define strategies to grow customer adoption
- Lead executive business reviews and develop joint success roadmaps
- Address customer needs, identify expansion opportunities, reduce churn, and drive satisfaction
- Share customer feedback with Product, Engineering, and other internal teams to influence enhancements
Requirements:
- Bachelor’s degree in a related field, or substantial experience in government operations, law enforcement, investigations, or public-sector data and analytics
- 5+ years of experience in Customer Success, Account Management, or a related role
- Experience ideally within SaaS or subscription-based business models
- Understanding of government and law enforcement investigators’ work, including subject research, case building, identity verification, records resolution, and investigative reporting
- Ability to travel up to 25%
- Familiarity with agentic AI and AI-driven investigative platforms preferred
- Strong interpersonal and communication skills
- Proven ability to build trusted customer relationships and act as a strategic advisor
- Proactive, personable approach to problem-solving
- Experience working cross-functionally with Sales, Product, Marketing, and Support teams preferred
Benefits:
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year
- Career development, continuous learning, skills development, and Grow My Way programming
- Flexible vacation
- Two company-wide Mental Health Days off
- Headspace app access
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Mental, physical, and financial wellbeing resources
- Two paid volunteer days off annually
- Pro-bono consulting projects and ESG initiatives
- Health, dental, vision, disability, and life insurance programs
- Competitive 401k plan with company match
- Sick and safe paid time off
- Paid holidays, including two company mental health days off
- Parental leave
- Sabbatical leave
- Optional hospital, accident and sickness insurance
- Optional life and AD&D insurance
- Flexible Spending and Health Savings Accounts
- Fitness reimbursement
- Employee Assistance Program
- Group Legal Identity Theft Protection benefit
- 529 Plan access
- Commuter benefits
- Adoption & Surrogacy Assistance
- Employee Stock Purchase Plan
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