Senior Remote Tax Customer Success Manager

USA013 Thomson Reuters (Tax & Accounting) Inc; New York (NY); Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Flexible work arrangements

Mental Health Days

Tuition reimbursement

Employee incentive programs

Job summary

Thomson Reuters is seeking a Customer Success Manager focused on direct tax to translate complex tax rules into practical guidance for clients during every filing season. You will manage a book of Concierge/Advisory customers, driving retention and growth by delivering tailored engagement and strategic insights.

The role requires 8+ years in customer success with direct tax experience, a 4-year college degree, and comfort with cloud SaaS deployments.

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

Tax experience

Cloud software

Business acumen

Communication skills

Travel readiness

Education

4-year college 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 rules into practical guidance for clients during every filing season. You will manage a book of Concierge/Advisory customers, driving retention and growth by delivering tailored engagement and strategic insights.

The role requires 8+ years in customer success with direct tax experience, a 4-year college degree, and comfort with cloud SaaS deployments.