Head of Customer Success - Hybrid, Growth & Impact

Thomson Reuters; Ann Arbor (MI); Híbrido; USD 147.000 - 273.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid Work Model

Flex My Way

Grow My Way

Mental Health Days

Headspace app

Tuition reimbursement

Employee Stock Purchase Plan

Volunteer days

Descripción de la vacante

Thomson Reuters is seeking a Manager of Customer Success to lead a team of Customer Success Managers across high‑value and growth segments. You will set priorities, coach, and partner across Sales, Product, Support, and Marketing to deliver stellar customer experiences and measurable outcomes.

The role emphasizes people leadership, operational excellence, and data‑driven decision making to drive retention, utilization, and overall customer health.

Formación

• Bachelor’s degree in Business, Marketing, Communication, or a related field (or equivalent experience).
• 5+ years in Customer Success or Account Management within a SaaS environment.
• 2+ years of people management experience leading Customer Success or similar teams.
• Proven track record of driving retention, adoption, and team performance.
• Proficiency in CRM and Customer Success platforms; strong analytical skills.

Responsabilidades

• Team Leadership: Manage and develop a team of Customer Success Managers supporting both high‑value and emerging accounts.
• Performance Management: Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
• Customer Strategy: Oversee Success Planning and engagement strategies for different customer segments.
• Cross‑Functional Partnership: Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
• Process Optimization: Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
• Escalation Management: Act as the point of contact for critical issues and executive‑level customer interactions.
• Talent Development: Recruit, onboard, and mentor team members to build skills and career growth.
• Data‑Driven Insights: Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.

Conocimientos

Team Leadership

Performance Management

CRM proficiency

Cross-functional collaboration

Data analytics

Educación

Bachelor's degree in Business / related field

Herramientas

CRM platforms

Descripción del empleo

Thomson Reuters is seeking a Manager of Customer Success to lead a team of Customer Success Managers across high‑value and growth segments. You will set priorities, coach, and partner across Sales, Product, Support, and Marketing to deliver stellar customer experiences and measurable outcomes.

The role emphasizes people leadership, operational excellence, and data‑driven decision making to drive retention, utilization, and overall customer health.