Remote Tax CSM — SaaS & Advisory

Thomson Reuters; Indianapolis (IN); Remote; USD 93,000 - 173,000; Full time

Benefits offered by this job

Flexible vacation

Mental Health Days

Tuition reimbursement

Employee stock purchase plan

Job summary

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rule changes into practical guidance for clients, helping them stay ahead of regulatory changes and improve filing season outcomes.

The CSM will manage a book of Concierge/Advisory customers, drive retention and growth, and collaborate with Sales and Professional Services to share best practices and customer success plans. Travel up to 25% may be required.

Qualifications

• 8+ years of professional experience, with a minimum of 3 years in customer success.
• Direct Tax experience.
• 4-year college degree required.
• Experience with 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 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

Years of experience

Customer success

Direct tax

Cloud software

Education

Bachelor’s degree

Master’s degree

Tools

Gainsight

Salesforce

Job description

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rule changes into practical guidance for clients, helping them stay ahead of regulatory changes and improve filing season outcomes.

The CSM will manage a book of Concierge/Advisory customers, drive retention and growth, and collaborate with Sales and Professional Services to share best practices and customer success plans. Travel up to 25% may be required.