Customer Success Manager, EMEA

Thomson Reuters; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid Work Model

Flexible vacation

Mental Health Days

Headspace app

Tuition reimbursement

Volunteer days off

Job summary

Thomson Reuters in London is seeking a Customer Success Manager (Tax & Trade) to drive value, adoption and renewals. You will be the trusted advisor for your client portfolio, ensuring they leverage Tax & Trade solutions to meet business and compliance goals.

You will design success plans, monitor usage, conduct quarterly reviews, and collaborate with Sales on expansions while gathering feedback to influence product direction and roadmaps.

Qualifications

• 3–5 years of relevant experience in Customer Success, Account Management, Consulting, or client-facing roles within SaaS, Tax, Trade, Regulatory, or Financial Services.
• Strong interest in technology and software solutions with willingness to learn AI-enabled products.
• Proven ability to build trusted, long-term customer relationships with stakeholders at multiple levels.
• Analytical mindset to interpret usage data, adoption metrics, and customer health indicators.
• Excellent communication, presentation, and stakeholder-management skills.

Responsibilities

• Cultivate and sustain strong relationships with key customer stakeholders as the primary contact for engagement and guidance.
• Design and execute tailored customer success plans aligned to each customer’s objectives and regulatory context.
• Identify retention and churn risks; develop mitigation strategies and coordinate with internal teams to protect outcomes and renewals.
• Conduct regular customer check-ins and Executive Business Reviews to review progress and address risks or opportunities.
• Monitor usage trends and adoption, identifying barriers and implementing strategies to increase engagement and health.
• Track and manage key success metrics including health scores and feature adoption.
• Collaborate with Sales to support renewals and identify expansion opportunities.

Skills

Customer Success

Account Management

SaaS

Stakeholder Management

Regulatory Knowledge

Education

Bachelor's degree

Tools

Salesforce

Job description

Job Description

The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long‑lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check‑ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features.

Key Responsibilities

In this opportunity as a Customer Success Manager (Tax & Trade), you will play a critical role in driving customer value, adoption, and long‑term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives.

You will:

• Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance.
• Design and execute tailored customer success plans aligned to each customer’s objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization.
• Proactively identify retention and churn risks , develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals.
• Conduct regular customer check‑ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities.
• Monitor and analyze product usage and adoption trends , identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health.
• Track and manage key success metrics , including customer health scores, adoption of new features, time to first value, and overall satisfaction.
• Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross‑sell initiatives, while helping customers evolve and challenge their goals.
• Act as the voice of the customer , gathering insights and feedback to inform product development, roadmap prioritization, and go‑to‑market strategies.
• Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions.
• Partner cross‑functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.

Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long‑term customer advocacy.

Required Qualifications

You’re a strong fit for the role of Customer Success Manager if you bring the following experience, skills, and mindset:

• 3–5 years of relevant experience in Customer Success, Account Management, Consulting, or a client‑facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments.
• Strong interest in technology and software solutions , with a willingness to learn and work with innovative, AI‑enabled products.
• Proven ability to build trusted, long‑term customer relationships and engage effectively with stakeholders at multiple levels.
• Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action.
• Excellent communication, presentation, and stakeholder‑management skills.
• Positive, customer‑centric attitude with strong problem‑solving capabilities and a proactive approach to managing risk and change.
• Demonstrated ability to work effectively in cross‑functional teams , contributing to shared goals and exceptional customer experiences.
• Comfortable operating in a regulated and detail‑oriented domain , balancing customer needs with compliance and product best practices.

Preferred Qualifications

• Bachelor’s degree, preferable in Law, Business, Finance, Economics, or a related field (or equivalent professional experience).

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.

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.

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