Customer Success Manager Remote (NY, IN, OH) - Direct Tax

Thomson Reuters; Akron (OH); Remote; USD 93,000 - 173,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Paid time off

Employee stock purchase plan

Job summary

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rules into practical guidance and help clients stay ahead of regulatory changes. You will manage a book of Concierge/Advisory customers, drive retention, and collaborate with Sales and Professional Services to deliver education and best practices.

The role requires 8+ years of experience, including 3+ in customer success, with direct tax exposure and cloud software experience.

Qualifications

• 8+ years of professional experience, with at least 3 years in customer success.
• Direct Tax experience.
• 4-year college degree required.
• Experience with 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%.

Responsibilities

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

Skills

Customer success

Direct tax

Travel 25%

Cloud software

Business acumen

Communication

Education

Bachelor's degree

Master's degree (preferred)

Tools

Salesforce

Gainsight

Job description

Job Description

As a Customer Success Manager focused on direct tax, you will translate complex tax rules and changing regulations into practical guidance, helping clients stay ahead of change and make confident decisions in every filing season.

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.

Key Responsibilities

• 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

Required Qualifications

• 8+ years of professional experience, with a minimum of 3 years' experience in customer success
• Direct Tax experience
• 4-year college degree required
• 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%

Preferred Qualifications

• Master's degree or equivalent
• Salesforce user experience
• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications

What's in it For You?

• 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.

Benefits in the United States

• market competitive health
• dental
• vision
• disability
• life insurance programs
• competitive 401k plan with company match
• competitive vacation
• sick and safe paid time off
• paid holidays (including two company mental health days off)
• parental leave
• sabbatical leave
• optional hospital, accident and sickness insurance paid 100% by the employee
• optional life and AD&D insurance paid 100% by the employee
• Flexible Spending and Health Savings Accounts
• fitness reimbursement
• access to Employee Assistance Program
• Group Legal Identity Theft Protection benefit paid 100% by employee
• access to 529 Plan
• commuter benefits
• Adoption & Surrogacy Assistance
• Tuition Reimbursement
• access to Employee Stock Purchase Plan

Compensation

The target total cash compensation range varies across locations. For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $93,100 USD - $172,900 USD. Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. Target total cash compensation ranges are inclusive of both base pay and any target sales incentive.

This job posting will close 12/31/2026.

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