Customer Success Manager, Indirect Tax

Thomson Reuters; Eagan (MN); On-site; USD 93,100 - 172,900; Full time

Benefits offered by this job

Flexible work policies

Career development programs

Comprehensive benefits

401k with company match

Tuition reimbursement

Employee stock purchase plan

Job summary

Thomson Reuters is seeking an experienced Customer Success Manager to lead a book of Concierge/Advisory customers, driving outcomes and retention. You will educate customers on Thomson Reuters solutions, collaborate with Sales and Professional Services, and manage health signals to steer strategic actions.

The role requires 8+ years' experience (3+ in customer success), indirect tax familiarity, and a 4-year degree (master's preferred). Travel up to 25% is expected.

Qualifications

• 8+ years of professional experience, with at least 3 years in customer success.
• Indirect Tax experience is required.
• 4-year college degree; master's preferred.

Responsibilities

• Partner with customers to define success, deliver education, and track progress toward outcomes.
• Develop and share Customer Success Plans, collaborating with Sales and Professional Services.
• Monitor customer health using usage data and escalate critical concerns.
• Identify and activate commercial growth opportunities with the commercial team.
• Ensure customers receive maximum value, driving retention and growth.
• Leverage Gainsight and Salesforce to manage client information, pipeline, and forecasts.
• Present business plans and represent CS in cross-functional meetings.

Skills

Customer success

Indirect Tax

Salesforce

SaaS

ERP

Cloud solutions

Communication

Travel readiness

Education

Bachelor's degree

Master's preferred

Tools

Gainsight

Salesforce

Job 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.

About the Role:

• 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.

About You:

• 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%.

Target total cash compensation range: $93,100 USD - $172,900 USD.

Benefits:

• Flex My Way workplace policies, including work from anywhere up to 8 weeks per year.
• Career development programs and a skills‑first approach.
• Comprehensive benefit plans: health, dental, vision, disability, and life insurance programs, a 401k plan with company match, flexible vacation, two company‑wide Mental Health Days off, Headspace app access, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture of inclusion and belonging, flexibility, work‑life balance.
• Social Impact: two paid volunteer days off annually and pro‑bono consulting projects and ESG initiatives.
• Making a real‑world impact: helping customers pursue justice, truth, and transparency.
• Optional hospital, accident, sickness insurance; optional life & AD&D insurance; Flexible Spending and Health Savings Accounts; fitness reimbursement; Employee Assistance Program; Group Legal Identity Theft Protection; 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; Employee Stock Purchase Plan.

We are a diverse and inclusive company. We do not discriminate based on race, color, sex, gender identity, sexual orientation, disability, age, marital status, citizenship, veteran status or any other classification protected by law. We are an Equal Employment Opportunity Employer and a drug‑free workplace. We provide reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.