Hybrid Client Executive Manager – Retention

at Thomson Reuters

• Job title: Client Executive Manager – Retention
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Client Executive Manager leading the retention strategy for law firm customers across Europe. Driving product engagement and maximizing customer value while managing a team of Client Executives.

Responsibilities

• Leading, coaching, and developing a team of 10 Client Executives, setting clear performance expectations and driving a high-performance culture focused on retention and revenue growth.
• Conduct regular one-to-ones, pipeline reviews, and skills development sessions to ensure team members are performing to their full potential.
• Set and monitor individual and team KPIs including renewal rates, net revenue retention, product adoption metrics, and expansion revenue.
• Recruit, onboard, and develop talent within the team, building capability in consultative selling, product knowledge, and customer engagement.
• Define and implement a structured contact management strategy across the team's account base, ensuring appropriate coverage, frequency, and quality of customer engagement at all levels — from day-to-day users to senior stakeholders and decision-makers.
• Ensure each Client Executive maintains a robust, tiered account plan that prioritizes accounts by risk, opportunity, and strategic importance.
• Drive a data-led approach to account management, using customer usage data, product adoption signals, and engagement metrics to inform outreach priorities and intervention strategies.
• Oversee the team's use of CRM tools to maintain accurate pipeline, activity, and account health records, ensuring visibility and forecasting accuracy.
• Champion a usage-first philosophy across the team, ensuring Client Executives are actively monitoring and responding to customer usage trends to mitigate churn risk and identify growth signals.
• Drive adoption and engagement across the full product portfolio — including HighQ, CoCounsel, Practical Law, and Westlaw — building trusted customer relationships and delivering measurable outcomes.
• Ensure the team is equipped to have informed, value-led conversations with customers about how product usage translates to efficiency, risk reduction, and competitive advantage in their legal practice.
• Maintain a deep and current understanding of the full product portfolio and its roadmap, with particular emphasis on the features and developments most relevant to law firm customers of different sizes, practice areas, and sophistication levels.
• Collaborate closely with the New Business Manager and their team, creating a culture of shared intelligence and coordinated account strategy to identify and convert expansion opportunities within the existing customer base.
• Ensure Client Executives are actively incentivized and accountable for generating and passing qualified growth leads to the new business team, and vice versa, with clear processes for warm handoffs and joint account planning.
• Provide regular reporting to senior leadership on team performance, account health, market trends, and competitive activity.

Requirements

• Proven experience managing a customer-facing sales or account management team, ideally within a legal technology, information services, or B2B SaaS environment.
• Customer success or account management experience with an understanding of the legal tech or SaaS industry and proven acumen around planning and managing a large book of business.
• Demonstrated track record of meeting or exceeding retention and growth targets across a large, complex account portfolio.
• Experience working with or selling solutions to law firms is highly desirable; familiarity with law firm operations, buying behaviors, and decision-making structures is a strong advantage.
• Understanding of the legal industry and the specific challenges faced by legal professionals, with the ability to effectively communicate the value of products and services and help customers understand how these technologies can improve their operations.
• Strong commercial acumen with the ability to read account health data, identify risk and opportunity, and translate insight into action.
• Strong analytical skills with the ability to present data-driven insights effectively, combined with excellent project coordination and communication skills and a consultative approach to solving client challenges.
• Proven relationship builder — strong at engaging stakeholders and building long-term partnerships.
• Highly organized, with the ability to manage competing priorities across a large team and a high-volume account base.
• Proficiency in CRM tools (e.g. Salesforce) and a data-driven approach to account and pipeline management.

Benefits

• 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.
• 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.
• 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.
• 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.