Director of Retention, Small Law

Retention isn't just a metric here — it's the engine that protects everything our teams have built with Small Law customers. We're looking for an internal leader ready to step into a high-impact role architecting the operating system behind our retention performance. As Director of Retention, you'll take ownership of the full renewal lifecycle — from loss intelligence and pacing discipline to forecast rigor and risk-signal strategy — while building and coaching a bench of Renewal Specialists poised for growth. This is a chance to bring structure, visibility, and sharper decision-making to one of our most critical books of business, partnering closely with Sales, Enablement, and Product Marketing leadership to turn insight into action.

If you're energized by solving complex retention challenges, building scalable processes, and developing high-performing teams, this role offers a unique opportunity to shape the future of how we protect and grow our Small Law relationships.

About the Role

In this role as Director of Retention, you will be accountable for:

Renewal Specialist Leadership:

• Lead the Renewal Specialist, HVA Renewal Specialist, and Associate Renewal Specialist teams across Small Law

• Set and enforce standards for account ownership, customer engagement, and save execution, holding managers accountable

• Build a bench through coaching, visibility, and succession planning

Loss Intelligence and Tracking:

• Own large loss reviews and root cause analysis across off-contract, in-contract, approved lapse, AR-driven, competitive, and AutoPay losses

• Build the analytic view separating in-contract from off-contract loss drivers, translated into leadership-ready commentary

• Manage ICL requests end to end, converting findings into save playbooks and escalation paths

• Track save outcomes against loss patterns to sharpen future cycles

Open Inventory and Renewal Pacing:

• Own 120-, 90-, and 60-day renewal inspection across the book

• Build and maintain cadences that keep every open renewal moving, with clear escalation for stalled accounts

• Use Salesforce, Gong, and dashboards to confirm coverage and surface where intervention is needed

Forecast Governance and Performance Rigor:

• Own forecast hygiene, monthly recap, and month-over-month improvement tracking

• Ensure commentary is current, specific, and decision-useful for leadership review

• Partner with managers on performance frameworks connecting activity to retention outcomes

Risk Signals, AR, and Save Strategy:

• Serve as retention's point of contact for AR and collections risk

• Incorporate usage, AutoPay, AR, sentiment, and competitive signals into a scorecard that flags risk earlier

• Own the High-Risk Renewal cadence: identification, mitigation, ownership, and follow-through

Retention Enablement and AI Adoption:

• Develop save playbooks, competitive positioning, and premium value messaging with Product Marketing and Enablement

• Drive adoption of Gong, The Sixth, and Salesforce to scale renewal workflows and reduce manual inspection

About You

You're a fit for the role of Director of Retention if your background includes:

• 7+ years of experience in retention, renewals, customer success, or revenue operations, including at least 3 years in a people leadership role managing managers or multiple frontline teams

• Proven track record of leading loss analysis and root cause reviews (in-contract, off-contract, AR-driven, competitive, or AutoPay losses), with the ability to translate findings into actionable save playbooks and escalation strategies

• Strong proficiency with Salesforce, Gong, and dashboard/reporting tools, with demonstrated success building or refining pipeline inspection cadences and improving forecast accuracy and hygiene

• Experience developing and scaling risk-scoring frameworks (usage, AutoPay, AR, sentiment, or competitive signals) to enable earlier identification and mitigation of at-risk accounts

• Demonstrated ability to build coaching rhythms, performance frameworks, and succession plans that connect team activity to measurable retention outcomes

• Experience partnering cross-functionally with Product Marketing, Enablement, Finance/Collections, and Sales leadership to align messaging, playbooks, and escalation paths

• Familiarity with legal, insurance, or subscription-based B2B environments (or similarly complex, contract-driven small/mid-market books of business) preferred

• Strong analytical and executive communication skills, with experience delivering leadership-ready commentary, monthly recaps, and performance reviews

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment 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.

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 $182,000 USD - $338,000 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.

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.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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