Manager, Customer Success - Tax

Thomson Reuters; Eagan (MN); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid Work Model

Flex My Way policies

Grow My Way program

Mental Health Days off

Headspace access

Tuition reimbursement

Volunteer days

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Team management

Customer success

Analytics

CRM proficiency

SaaS experience

KPI management

Education

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

Tools

CRM software

Analytics tools

Job description

Job Description

As the Manager of Customer Success , you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments. This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.

You will set priorities, coach team members, and partner cross-functionally to align Customer Success initiatives with business objectives. Success in this role means building a high-performing team, fostering a culture of customer advocacy, and driving metrics that matter.

Key Responsibilities:

• 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.

Success Metrics:

Customer Health Score improvement across portfolios.

Utilization and adoption rates for strategic products.

Employee engagement and development outcomes.

Required Qualifications

The best Customer Success Managers thrive under your leadership because you combine strategic vision with hands-on coaching. You are passionate about customer outcomes, team development, and operational excellence.

• 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.

Preferred Qualifications

• Inspirational Leader: You motivate and empower your team to deliver exceptional results.
• Customer Advocate: You champion the voice of the customer and align strategies to drive measurable value.
• Strategic Operator: You balance long‑term vision with day‑to‑day execution.
• Data-Driven Decision Maker: You leverage metrics to guide priorities and improve performance.
• Collaborative Influencer: You build strong partnerships across Sales, Product, and Support.
• Change Agent: You embrace innovation and lead process improvements that scale.

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What's in it For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment for our office‑based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills‑first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI‑enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro‑bonO consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve