Customer Success Manager

Thomson Reuters; New York (NY); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance customer relationships and drive success across various tax and trade solutions. This remote role offers the opportunity to work closely with clients, ensuring they achieve their desired outcomes while leveraging innovative technology tools. You'll play a crucial part in developing strategies that foster growth and retention, collaborating with diverse teams to maximize customer value. Join a company that values flexibility, career development, and a culture of inclusion, making a real impact in the world of justice and transparency.

Benefits

Flexible work arrangements

Career development opportunities

Comprehensive health benefits

Paid time off

Mental health days

Volunteer days

ESG initiatives

Qualifications

• 8+ years of experience, including 3 years in customer success.
• Experience with SaaS implementations and cloud software solutions.

Responsibilities

• Drive customer success plans and track customer health metrics.
• Develop growth strategies and collaborate with internal partners.

Skills

Customer Success Management

Business Acumen

Conflict Resolution

Problem-Solving

Communication Skills

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Salesforce

Gainsight

ONESOURCE

Job description

Join to apply for the Customer Success Manager role at Thomson Reuters.

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 TR Tax & Trade CSM are responsible for customers within our Indirect Tax, Direct Tax, and Global Trade lines of business. The CSM is assigned a book of business specific to Concierge and/or Advisory customers, responsible for developing customers' knowledge of their suite of offerings. The CSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals, managing multiple projects with strong business acumen to remove obstacles interfering with growth and retention.

Location: Remote based position

About the Role

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

1. Understand “what success looks like” for our customers and partner with them to define their business outcomes. Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment, tracking against targets over time.
2. Drive best practices developed with your customer base that can be shared with other team members.
3. Develop commercial growth strategies, collaborate with internal partners such as Sales and Professional Services, and identify long-term Customer Success Plans that are best in class for others to learn from.
4. Track customer health by identifying, monitoring, and escalating components of customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges, and growth opportunities to build insights and adjust strategies accordingly.
5. Assess the maturity of deployed offerings and functionality, recommend improvements, and work closely with the commercial team to activate those opportunities.
6. Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters teams to achieve retention, growth, and education tailored to their workflows.
7. Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financials accurately.
8. Lead business plan presentations for your book of business, including planning, preparation, and execution to maximize efficiency, retention, and growth.

Key Deliverables

• Develop relationships and optimize Concierge and Advisory customer accounts, driving Customer Success Plans, QBRs, and regular monthly connections with executive summaries.
• Achieve target financial and customer experience objectives for the Corporate Tax and Trade segment (e.g., renewal rates and value growth through increased adoption).
• Identify at-risk customers and work with Customer leads to attain growth targets.
• Report on market and competitor activities.
• Represent the Customer Success team through internal presentations to support business development.
• Track key metrics such as active users, logins, usage, and retention rates.
• Liaise between customers and Thomson Reuters teams like support, professional services, technology, and product management as needed.

About You

If you are a fit for the Customer Success Manager role, you have:

• 8+ years of professional experience, including at least 3 years in customer success.
• A 4-year college degree; master's degree or equivalent preferred.
• Experience with ONESOURCE or similar tax and trade solutions.
• Gainsight, Salesforce, or Pagero experience is a plus.
• Technical skills in SaaS implementations and ERP applications are a plus.
• Experience working with cloud software solutions and delivery models.
• Strong business acumen and communication skills; capable of managing customer journeys, conflict resolution, and problem-solving.
• Ability to work remotely and travel as necessary.

What’s in it For You?

• Flexible work arrangements supporting work-life balance, including work-from-anywhere up to 8 weeks per year.
• Opportunities for career development and continuous learning through programs like Grow My Way.
• Comprehensive benefits including health, dental, vision, disability, life insurance, retirement plans, paid time off, mental health days, and more.
• A culture of inclusion, belonging, and shared values such as customer obsession, agility, and collaboration.
• Community impact through volunteer days and ESG initiatives.
• The chance to make a real-world impact by supporting justice, truth, and transparency globally.