Direct Tax Customer Success Manager: Growth Partner

TRSS; North Carolina; Remote; USD 93,000 - 173,000; Full time

Benefits offered by this job

Flexible vacation

Mental Health Days

Headspace app access

Tuition reimbursement

Retirement savings plan

Job summary

Thomson Reuters seeks a Customer Success Manager focused on direct tax to translate complex rules into practical guidance during each filing season. This role manages a book of Concierge/Advisory customers, driving retention and growth while aligning with Thomson Reuters' strategic objectives.

Responsibilities include defining success, developing CS Plans, tracking health metrics, and collaborating with Sales and Professional Services.

Qualifications

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

Responsibilities

• Partner with customers to define success and track progress toward outcomes.
• Develop and share Customer Success Plans and collaborate with Sales and Professional Services.
• Monitor customer health using usage data and escalate issues as needed.
• Identify growth opportunities and work with the commercial team to drive value.
• Ensure customers receive maximum value and drive retention and growth.
• Use Gainsight and Salesforce to manage client information, pipeline and forecasts.
• Build business plans and present market and competitor insights in cross-functional meetings.

Skills

Customer success

Communication

Conflict resolution

Problem solving

Education

Bachelor's degree

Master's degree

Tools

Salesforce

Gainsight

Job description

Thomson Reuters seeks a Customer Success Manager focused on direct tax to translate complex rules into practical guidance during each filing season. This role manages a book of Concierge/Advisory customers, driving retention and growth while aligning with Thomson Reuters' strategic objectives.

Responsibilities include defining success, developing CS Plans, tracking health metrics, and collaborating with Sales and Professional Services.