Global Trade SaaS Customer Success Manager

Thomson Reuters; Frisco (TX); On-site; USD 106,000 - 198,000; Full time

Benefits offered by this job

Flex My Way program

Two Mental Health Days off

Headspace app access

Tuition reimbursement

Employee Stock Purchase Plan

Job summary

Thomson Reuters is seeking a seasoned Customer Success Manager focused on global trade to deepen client relationships and drive retention. You will guide customers through success plans, track outcomes, and collaborate with Sales and Professional Services to scale value across the book of business.

The role emphasizes strong business acumen, cloud-delivery know-how, and proactive health monitoring to maximize customer outcomes and revenue growth across a global client base.

Qualifications

• 8+ years of professional experience, with a minimum of 3 years' experience in customer success.
• 4-year college degree required, master's degree or equivalent preferred.
• Experience in Global Trade.
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.
• Experience working in and around cloud software solutions and cloud delivery models.

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.

Skills

Customer success

Relationship management

Communication

Strategic thinking

Global trade knowledge

Education

Bachelor's degree

Master's degree preferred

Tools

Salesforce

Gainsight

Job description

Thomson Reuters is seeking a seasoned Customer Success Manager focused on global trade to deepen client relationships and drive retention. You will guide customers through success plans, track outcomes, and collaborate with Sales and Professional Services to scale value across the book of business.

The role emphasizes strong business acumen, cloud-delivery know-how, and proactive health monitoring to maximize customer outcomes and revenue growth across a global client base.