Remote Tax Success Manager

Thomson Reuters; Cleveland (OH); Remote; USD 93,000 - 173,000; Full time

Benefits offered by this job

Flexible Work Arrangements

Tuition Reimbursement

Mental Health Days

401k with company match

Paid holidays

Job summary

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rules and evolving regulations into practical guidance for clients. You will manage a book of Concierge and/or Advisory customers, drive retention, and partner with Sales and Professional Services to expand value throughout the client lifecycle.

The role emphasizes customer journey leadership, health monitoring, and collaboration across internal teams to deliver measurable business outcomes.

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

Customer Success Management

Direct Tax experience

Travel 25%

Strong communication skills

Education

4-year college degree

Tools

Gainsight

Salesforce

Job description

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rules and evolving regulations into practical guidance for clients. You will manage a book of Concierge and/or Advisory customers, drive retention, and partner with Sales and Professional Services to expand value throughout the client lifecycle.

The role emphasizes customer journey leadership, health monitoring, and collaboration across internal teams to deliver measurable business outcomes.