Remote Tax Customer Success Manager

Thomson Reuters; City of Albany (NY); Hybrid; USD 93,000 - 173,000; Full time

Benefits offered by this job

Health benefits

Dental

Vision

401k with match

Paid time off

Parental leave

Tuition reimbursement

Employee stock purchase plan

Job summary

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rules into practical guidance for clients, driving retention and growth across a book of Concierge and/or Advisory customers.

You will collaborate with Sales and Professional Services, monitor customer health, and leverage Gainsight/Salesforce to optimize outcomes while traveling about 25% to engage with clients and stakeholders.

Qualifications

• 8+ years of professional experience, with a minimum of 3 years' experience in customer success.
• Direct Tax experience.
• 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.

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

Customer success

Tax experience

Cloud SaaS

Travel 25%

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rules into practical guidance for clients, driving retention and growth across a book of Concierge and/or Advisory customers.

You will collaborate with Sales and Professional Services, monitor customer health, and leverage Gainsight/Salesforce to optimize outcomes while traveling about 25% to engage with clients and stakeholders.