Director, AI Customer Success at Thomson Reuters

New Position: This position is open due to an existing vacancy to support our evolving business needs.

The Director, AI Customer Success will lead Thomson Reuters' AI customer success strategy across Canada, acting as a senior leader and trusted partner to our most strategic customers. We are seeking a dynamic, customer-obsessed leader with a passion for AI innovation, a deep understanding of the Canadian market, and a proven track record of building and scaling high-performing customer success teams.

About the Role

In the role of Director, AI Customer Success, you will:

• Define and Drive AI Customer Success Strategy: Lead the development and execution of a national customer success strategy focused on AI adoption, ensuring customers realize measurable value from Thomson Reuters' AI-powered solutions

• Lead and Develop a Customer Success Team: Build, mentor, and inspire a team of Customer Success professionals across Canada, fostering a culture of accountability, growth, and customer obsession

• Own Strategic Customer Relationships: Serve as an executive-level point of contact for Thomson Reuters' most strategic Canadian accounts, providing senior guidance and building long-term partnerships with key stakeholders.

• Champion AI Adoption and Value Realization: Partner with customers and internal teams to design scalable frameworks for AI use case development, workflow integration, and measurable outcome tracking

• Drive Retention and Growth: Oversee the health of the Canadian customer portfolio, setting targets and leading initiatives to reduce churn, increase satisfaction, and identify expansion opportunities across accounts

• Advocate for the Canadian Market: Act as the voice of the Canadian customer base, bringing market-specific insights and customer feedback to internal stakeholders including Product, Engineering, and Executive Leadership to influence roadmap and strategy

• Collaborate Cross-Functionally at a Senior Level: Partner with Sales, Marketing, Support, and Product leadership across Canada and globally to align on customer objectives, go-to-market strategies, and a seamless end-to-end customer experience

About You

You are a fit for the role of Director, AI Customer Success if your background includes:

• Leadership Experience: Demonstrated experience leading and scaling customer success, account management, or professional services teams, ideally within a SaaS or subscription-based environment. Experience managing managers is an asset

• Legal Industry Expertise: A law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals, with particular exposure to large law firms in the Canadian market is strongly preferred

• AI and Technology Acumen: A strong understanding of AI-driven platforms and legal technology, with the ability to articulate complex AI concepts to both technical and non-technical audiences and stay ahead of emerging trends

• Strategic Vision: Proven ability to develop and execute customer success strategies at scale, translating business objectives into actionable programs that drive adoption, retention, and growth

• Executive Relationship Building: Exceptional interpersonal and communication skills, with a track record of building trusted, long-term relationships with senior and C-suite stakeholders

• Data-Driven Decision Making: Ability to leverage customer health metrics, usage data, and business insights to prioritize team efforts, identify risks, and report on portfolio performance to senior leadership

• Cross-Functional Influence: Experience collaborating and influencing at a senior level across Sales, Product, Marketing, and Support to drive alignment and deliver a cohesive customer experience

• Canadian Market Knowledge: Familiarity with the Canadian legal landscape and business environment, including any relevant regional nuances, is strongly preferred

What’s in it For You?

• 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.

• Flexibility & Work-Life Balance:

Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth:

By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits:

We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture:

Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact:

Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact:

 We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Our use of AI within the recruitment process Thomson Reuters utilizes Artificial Intelligence (AI) to support parts of our global recruitment process. Unless you opt-out, our AI system will assess the information provided by you and compare it to the requirements listed for the role, and present the result to our recruitment personnel for further review. The AI system acts as a supporting tool, but there is always a human making the decision if you will be considered for the role

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For Ontario, Canada, the base compensation range for this role is $151,000 CAD - $201,000 CAD. Base 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 is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com