Remote Tax Customer Success Manager

Thomson Reuters; Buffalo (NY); Remote; USD 93,000 - 173,000; Full time

Benefits offered by this job

Flexible vacation

Mental Health Days

Headspace app

Tuition reimbursement

Employee Stock Purchase Plan

Retirement savings plan

Paid holidays

Parental leave

Commuter benefits

ESG initiatives

Job summary

Thomson Reuters seeks a Customer Success Manager focused on direct tax to translate complex tax rules into practical guidance and help clients stay ahead of regulatory changes during filing seasons.

The CSM will manage Concierge/Advisory customers, drive retention and growth, and collaborate with Sales and Professional Services to provide measurable business outcomes. Travel up to 25% is required.

Qualifications

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

Skills

Direct Tax experience

Customer success

Cloud software solutions

Travel readiness

Business acumen

Communication skills

8+ years experience

3+ years in customer success

Education

4-year college degree

Master's degree

Tools

Salesforce

Gainsight

Job description

Thomson Reuters seeks a Customer Success Manager focused on direct tax to translate complex tax rules into practical guidance and help clients stay ahead of regulatory changes during filing seasons.

The CSM will manage Concierge/Advisory customers, drive retention and growth, and collaborate with Sales and Professional Services to provide measurable business outcomes. Travel up to 25% is required.