Senior Product Manager
We are seeking a Senior Product Manager to lead the strategy, roadmap, and delivery of our Professional Services and Customer Success platforms, with a strong emphasis on Salesforce‑based solutions. This role owns the end‑to‑end product vision for post‑sales systems that support Customer Success and Professional Services teams.
The ideal candidate brings deep experience in Salesforce platform product management, strong domain expertise in Customer Success and Professional Services operations, and a proven ability to translate business strategy into scalable, well‑prioritized product roadmaps. Certinia experience is strongly preferred.
About the Role
In this opportunity as Senior Product Manager, your key responsibilities will include:
Product Strategy & Roadmap Ownership
- Own and evolve the product vision and multi‑year roadmap for Customer Success and Professional Services platforms, ensuring alignment with business strategy, operational priorities, and customer outcomes.
- Define clear product goals, success metrics, and outcomes (OKRs), balancing platform stability, operational efficiency, and innovation.
- Lead roadmap prioritization across competing initiatives, including feature delivery, technical debt reduction, platform scalability, and enablement.
Customer Success & Professional Services Enablement
- Deeply understand Customer Success and Professional Services workflows (e.g., onboarding, adoption, health, risk, delivery, billing, forecasting).
- Translate CS and PS business needs into clear product requirements, user stories, and prioritized backlogs.
- Champion a single source of truth for customer, engagement, and delivery data across post‑sales teams.
Cross‑Functional Collaboration
- Act as the primary product partner for Customer Success, Professional Services, Operations, Finance, and Technology stakeholders.
- Collaborate with change management, enablement, and support teams to ensure successful launches, adoption, and ongoing value realization.
- Provide clear, regular communication on roadmap status, dependencies, risks, and trade‑offs to senior leadership.
Delivery & Execution
- Own the product development lifecycle from discovery through delivery, launch, and iteration.
- Ensure high‑quality execution by defining acceptance criteria, validating outcomes, and incorporating user feedback.
- Monitor platform performance and adoption metrics, identifying opportunities for continuous improvement.
About You
You're a fit for the role of Senior Product Manager if your background includes:
- 7+ years of Product Management experience, with at least 3–5 years owning enterprise platforms.
- Strong Salesforce experience, including CRM‑centric product ownership and complex cross‑cloud integrations.
- Proven experience supporting Customer Success and/or Professional Services organizations.
- Demonstrated ability to create and maintain strategic product roadmaps aligned to business objectives.
- Bachelor's or master's degree in computer science, or a related field.
- Strong analytical, problem‑solving, and stakeholder management skills.
- Experience working in Agile product development environments.
Preferred Qualifications
- Certinia experience (PSA and/or Customer Success Cloud) is highly preferred.
- Experience operating in a global, enterprise‑scale environment with complex stakeholder needs.
- Familiarity with Professional Services financials (utilization, forecasting, billing, revenue recognition).
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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 $126,000 CAD - $176,000 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
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Thomson Reuters Toronto, Ontario, CAN Office
19 Duncan Street, Toronto, Ontario, Canada, M5H 3H1
