Indirect Tax Customer Success Manager (Remote)

Thomson Reuters Corp.

San Francisco (CA)

Remote

USD 93,000 - 173,000

Full time

14 days+

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Benefits offered by this job

Flexible vacation

Mental health days

401k plan

Job summary

Thomson Reuters is seeking a Customer Success Manager focused on Indirect Tax to manage a book of Concierge/Advisory customers in a remote-capable US role. You will drive customer outcomes, deliver learning activities, and monitor health metrics across the customer lifecycle.

Ideal candidates bring 8+ years of experience with at least 3 years in customer success, plus indirect tax expertise. A 4-year degree is required, with Salesforce experience and SaaS/ERP know-how considered a plus.

Qualifications

8+ years of professional experience, with a minimum of 3 years’ experience in customer success.
Indirect Tax experience.
4-year college degree required, master’s degree or equivalent preferred.
Salesforce user experience a plus.
Functional/technical skills in SaaS implementations and ERP applications, a plus.
Experience working in and around cloud software solutions and cloud delivery models.
Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving.
Ability to travel, 25%

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.