Customer Success Manager, Government - Risk & Fraud

Job Description

The Customer Success Manager, Government, Risk & Fraud will engage with government and law enforcement customers to understand their investigation and risk goals, develop tailored strategies, and drive successful adoption of TR Risk & Fraud AI solutions.. The role will typically manage a portfolio of customers, prioritizing them based on adoption, health, and other key parameters.

This role focuses on supporting federal, state, and local government agencies and law enforcement organizations in using TR Risk & Fraud AI solutions to research subjects and connections across multiple sources, resolve conflicting or incomplete records, and reduce manual review in their investigations. It is critical to understand how these agencies work day-to-day so the CSM can help them identify the right use cases.

Thomson Reuters is transforming risk and investigations with unmatched data, expertise, and innovative technology. As part of that transformation, we are building a world-class Customer Success organization to ensure our customers achieve their goals and unlock the full value of our solutions.

Key Responsibilities

In the role of Customer Success Manager, Risk & Fraud, you will focus on:

• Strategic Relationships: Engage regularly with senior leaders in government agencies and law enforcement organizations to understand their goals and provide strategic guidance, acting as a trusted advisor throughout the customer journey.
• Customer Success Plans: Jointly create success plans with customers to deliver value and outcomes from TR Risk & Fraud AI solutions.
• Transform Investigation Workflows with AI: Collaborate with customers to identify challenges such as multi-source subject research, connecting records across sources, resolving conflicting or incomplete records, and reducing time spent on manual review. Design tailored workflows that use plain-language, AI-driven research to deliver sustained value from TR Risk & Fraud AI solutions.
• Change Management: Partner with customers to secure executive sponsorship, identify champions, and define change management strategies that transform how investigators and analysts work with AI. Help teams build confidence in AI-generated answers by showing how source links and audit trails support review.
• Drive Adoption: Partner with customers to ensure users are trained appropriately, leveraging TR product training and support resources, and define mutual strategies to grow adoption.
• Lead Executive Business Reviews: Capture value delivered by TR Risk & Fraud AI solutions, lead executive business reviews, and develop a joint roadmap for success with customers.
• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.

Required Qualifications

• Education and Experience: You have a bachelor’s degree in a related field, or substantial experience in government operations, law enforcement, investigations, or public-sector data and analytics. You also have 5+ years of experience in Customer Success, Account Management, or a related role, ideally within SaaS or subscription-based business models.
• Domain Knowledge: You understand how government and law enforcement investigators work, including subject research, case building, identity verification, records resolution, and investigative reporting.
• Travel: Ability to travel up to 25%.

Preferred Qualifications

• Curiosity in Data and AI: Familiarity with agentic AI and AI-driven investigative platforms, and a willingness to stay ahead of advancements in the space.
• Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
• Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.
• Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.

What’s in it For You?

• 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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations.

For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $93,100 USD - $172,900 USD.

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 and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
Target total cash compensation ranges are inclusive of both base pay and any target sales incentive.
This job posting will close 11/26/2026.

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

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