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

Thomson Reuters; New York (NY); Remote; USD 93,000 - 173,000; Full time

Job summary

Thomson Reuters is seeking a Customer Success Manager focused on direct tax. You will translate complex tax rules into practical guidance, drive customer outcomes, and manage a book of Concierge and Advisory clients.

The role emphasizes retention, growth, and cross-functional collaboration with Sales and Professional Services. You will leverage Gainsight and Salesforce, monitor customer health, and identify opportunities for expansion while delivering education and best practices throughout the

Qualifications

• 8+ years of professional experience, with a minimum of 3 years in customer success.
• Direct Tax experience is required.
• A 4-year college degree is required.
• Experience working with cloud software solutions and delivery models.
• Strong business acumen and communication skills; able to manage a customer journey, resolve conflicts, and solve problems.

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 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.

Skills

Customer success

Direct tax

Cloud software

Business acumen

Communication skills

Travel

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Job description

Job DescriptionAs 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 ResponsibilitiesIn this opportunity as a Customer Success Manager , you will:Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomesDevelop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional ServicesMonitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustmentsIdentify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial teamEnsure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaborationLeverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accuratelyBuild and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectivesRequired QualificationsYou are a fit for the role of Customer Success Manager if you have:8+ years of professional experience, with a minimum of 3 years’ experience in customer successDirect Tax experience4-year college degree requiredExperience working in and around cloud software solutions and cloud delivery modelsStrong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving.Ability to travel, 25%Preferred QualificationsMaster’s degree or equivalentSalesforce user experienceFunctional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications#LI-BS1What’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.In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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; and access to Employee Stock Purchase Plan.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. 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 UsThomson 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.Learn more on how to protect yourself from fraudulent job postings here.More information about Thomson Reuters can be found on thomsonreuters.com