Strategic CSM: Growth & Retention Leader (Remote)

Thomson Reuters Foundation; Frisco (TX); On-site; USD 93,000 - 173,000; Full time

Benefits offered by this job

Flexible vacation

Mental Health Days

Headspace

401k with company match

Tuition reimbursement

Employee assistance program

Employee Stock Purchase Plan

Job summary

Thomson Reuters in Frisco, TX, seeks a Senior Customer Success Manager to own a book of Concierge/Advisory clients, driving outcomes and retention. You will partner with Sales and Professional Services, track health metrics, and identify growth opportunities to expand value.

With 8+ years in customer success and indirect tax experience, you will guide strategic plans, leverage Gainsight and Salesforce, and travel up to 25% as needed to support customers.

Qualifications

• 8+ years in customer success with minimum 3 years in the function.
• Indirect Tax experience and familiarity with SaaS/ERP systems.
• Bachelor's degree required; Master's preferred; US travel up to 25%.

Responsibilities

• Partner with customers to define success and track progress toward outcomes.
• Develop Customer Success Plans and share best practices with Sales and PS.
• Monitor health using usage data and escalate critical concerns.
• Identify growth opportunities and collaborate with the commercial team.
• Ensure maximum value and drive retention through engagement.
• Use Gainsight and Salesforce to manage client data, pipelines, forecasts.

Skills

Relationship management

Strategic growth

Cross-functional collaboration

Cloud/SaaS experience

Business acumen

Education

Bachelor's degree

Master's degree

Tools

Gainsight

Salesforce

Job description

Thomson Reuters in Frisco, TX, seeks a Senior Customer Success Manager to own a book of Concierge/Advisory clients, driving outcomes and retention. You will partner with Sales and Professional Services, track health metrics, and identify growth opportunities to expand value.

With 8+ years in customer success and indirect tax experience, you will guide strategic plans, leverage Gainsight and Salesforce, and travel up to 25% as needed to support customers.