Posted:
10/10/2025, 5:57:49 AM
Location(s):
Minato City, Tokyo, Japan ⋅ Tokyo, Japan
Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior
Field(s):
Customer Success & Support ⋅ Sales & Account Management
Workplace Type:
Hybrid
Customer Success Manager
カスタマーサクセスマネージャー
This role focuses on onboarding, enablement, and proactive customer care for contracted clients of our legal products: the comprehensive online legal databases Westlaw (Japanese and common law), the global legal know-how database Practical Law, and the generative AI legal assistant CoCounsel. You will provide ongoing support through renewal, driving adoption and value realization. Your mandate is to execute customer success activities grounded in close client communication, with the goals of maximizing Customer Lifetime Value (LTV) among existing clients and minimizing attrition.
You will also build and maintain strong relationships with key customers to enhance satisfaction and create upsell and cross-sell opportunities. Partner closely with the Sales, Marketing, and Proposition teams to develop and execute strategies that maximize Net Revenue Retention (NRR). Your primary focus will be on the corporate segment, covering both Enterprise and SMB accounts.
本職務は、当社の法務関連製品をご契約いただいている顧客に対するオンボーディング、活用支援、そして積極的なカスタマーケアに重点を置いています。対象製品には、日本法およびコモン・ローを網羅したオンライン法情報データベース「ウエスト・ロー」、グローバルな法務ノウハウデータベース「プラクティカル・ロー」、そして生成AIによる法務アシスタント「コカウンセル」が含まれます。契約更新を通じて継続的なサポートを提供し、製品の活用促進と価値の最大化を図ります。顧客との密接なコミュニケーションを基盤としたカスタマーサクセス活動を実行し、既存顧客の顧客生涯価値（LTV）の最大化と離脱率の最小化を目指します。
また、主要顧客との強固な関係を構築・維持し、満足度の向上とアップセル・クロスセルの機会創出に貢献します。営業、マーケティング、プロポジションチームと緊密に連携し、純収益維持率（NRR）の最大化を目指した戦略の策定・実行を行います。主な対象は法人セグメントであり、大企業および中小企業アカウントの両方を担当します。
About the Role
In this opportunity as a Customer Success Manager, you will:
職務について
カスタマーサクセスマネージャーとしての本ポジションでは、以下の業務を担当していただきます。
■ 目標指標：純収益維持率（NRR）目標の達成、顧客維持率の向上、アップセル・クロスセルのリード創出、契約更新時の価格改定率の目標達成、NPS（ネット・プロモーター・スコア）の改善
About You
You are a good fit for the role if you have:
ご自身について
以下の条件に当てはまる方は、本ポジションに適しています。
#LI-SC1
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.
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.
Website: https://thomsonreuters.com/
Headquarter Location: Toronto, Ontario, Canada
Employee Count: 10001+
Year Founded: 1977
IPO Status: Public
Industries: Advice ⋅ Analytics ⋅ Financial Services ⋅ Management Consulting ⋅ Professional Services ⋅ Risk Management ⋅ Software