Hybrid Manager, Customer Success — Drive Adoption & Retention

Thomson Reuters; Eagan (MN); Híbrido; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid Work Model

Flex My Way policies

Grow My Way program

Mental Health Days off

Headspace access

Tuition reimbursement

Volunteer days

Descripción de la vacante

Thomson Reuters in Minnesota seeks a Manager of Customer Success to lead a team of Customer Success Managers, driving adoption, satisfaction, and retention across HVA and Growth segments. This leadership role blends people management with strategy to deliver measurable outcomes and exceptional customer experiences.

You will set priorities, coach your team, partner with Sales, Product, Support and Marketing, and build scalable processes.

Formación

• Bachelor's degree or equivalent experience in a related field.
• 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, forecasts risks, and identify opportunities for expansion.

Conocimientos

Leadership

Team management

Customer success

Analytics

CRM proficiency

SaaS experience

KPI management

Educación

Bachelor's degree in Business/Marketing/Communications or related

Herramientas

CRM software

Analytics tools

Descripción del empleo

Thomson Reuters in Minnesota seeks a Manager of Customer Success to lead a team of Customer Success Managers, driving adoption, satisfaction, and retention across HVA and Growth segments. This leadership role blends people management with strategy to deliver measurable outcomes and exceptional customer experiences.

You will set priorities, coach your team, partner with Sales, Product, Support and Marketing, and build scalable processes.