Customer Success Manager Global Trade

Thomson Reuters; Remote; CAD 135,000 - 185,000; Full time

Job summary

A leading legal and compliance technology company is seeking an experienced Customer Success Manager to serve as a product expert in Global Trade operations. In this role, you will develop personalized customer success plans, monitor client health, and foster advocacy among stakeholders. Candidates should have over 5 years in customer success management in a SaaS environment, with expertise in OneSource Global Trade. The position offers a competitive salary and flexibility to work remotely part of the year.

Benefits

Comprehensive benefits including flexible vacation

Mental Health Days

Retirement savings

Opportunities for career development

Qualifications

• 5+ years of experience in Customer Success Management or similar client-facing role in SaaS.
• Deep expertise in OneSource Global Trade.
• Experience with Gainsight or Salesforce is a plus.

Responsibilities

• Serve as the primary product expert for Global Trade.
• Develop customer success plans aligning with client objectives.
• Monitor customer health metrics to ensure successful implementations.

Skills

Customer Success Management

Account Management

SaaS

Business Acumen

Communication Skills

Tools

Gainsight

Salesforce

ERP Applications

Job description

Overview

Employer Industry: Legal and Compliance Technology

Why consider this job opportunity:

• Target total cash compensation range of $135,000 CAD - $185,000 CAD
• Flexibility to work from anywhere for up to 8 weeks per year
• Comprehensive benefits including flexible vacation, Mental Health Days, and retirement savings
• Opportunities for career development through continuous learning and skill development programs
• Globally recognized culture of inclusion, belonging, and work-life balance
• Make a real-world impact by contributing to justice, truth, and transparency

What to Expect (Job Responsibilities)

• Serve as the primary product expert for Global Trade, providing advanced recommendations and solutions for customer needs
• Develop and execute comprehensive customer success plans, aligning with client objectives
• Monitor customer health metrics and proactively address challenges to ensure successful implementations
• Collaborate with customers to define ROI metrics and deliver strategic business reviews
• Build strong relationships with key stakeholders, fostering customer advocacy in global trade compliance

What is Required (Qualifications)

• 5+ years of progressive experience in Customer Success Management, Account Management, or a related client-facing role within a SaaS environment
• Deep expertise and hands-on experience with OneSource Global Trade
• Experience with Gainsight or Salesforce is a plus
• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications are advantageous
• Strong business acumen and communication skills, with the ability to manage customer journeys and resolve conflicts

How to Stand Out (Preferred Qualifications)

• Experience working in and around cloud software solutions and cloud delivery models
• Ability to travel up to 25%

#LegalTech #CustomerSuccess #SaaS #CareerGrowth #WorkLifeBalance

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