[Hiring] Customer Success Manager @Thomson Reuters

Role Description

Are you passionate about building meaningful relationships and empowering customers to achieve their goals, while driving success for both them and the company? Customer Success is not just a function or team at Thomson Reuters, but also our reason for doing business. We measure our success based on the prioritization of our customers' needs and goals. The relationship we create with our customers determines the future benefits for them and our company.

The Customer Success Manager (CSM) is assigned a book of business specific to Concierge and/or Advisory customers, responsible for the development of customers' knowledge on their suite of offerings. The CSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with the growth and retention of customers.

In this opportunity as a Customer Success Manager, you will:

• Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
• Develop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional Services.
• Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments.
• Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team.
• Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration.
• Leverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accurately.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.

Qualifications

• 8+ years of professional experience, with a minimum of 3 years’ experience in customer success.
• Indirect Tax experience.
• 4-year college degree required, master’s degree or equivalent preferred.
• Salesforce user experience a plus.
• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus.
• Experience working in and around cloud software solutions and cloud delivery models.
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving.
• Ability to travel, 25%.

Benefits

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Fostering a culture of continuous learning and skill development with tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: Comprehensive benefit plans including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, and resources for mental, physical, and financial wellbeing.
• Culture: Award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact: 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: Helping customers pursue justice, truth, and transparency.
• Comprehensive benefits package including health, dental, vision, disability, and life insurance programs, competitive 401k plan with company match, and various additional benefits.