Tax Customer Success Leader — Hybrid Growth

USA013 Thomson Reuters (Tax & Accounting) Inc; Eagan (MN); Hybrid; USD 147,000 - 273,000; Full time

Job summary

Thomson Reuters is seeking a Manager of Customer Success in a hybrid US role. You will lead a team of Customer Success Managers, driving adoption, retention, and customer satisfaction across key segments while aligning with Sales, Product, Support, and Marketing.

You will coach, set priorities, and develop your team to deliver measurable outcomes. Strong CRM/CS platform proficiency and a track record in SaaS are essential, with a focus on data-driven decision making and scalable processes.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 5+ years in Customer Success or Account Management within a SaaS environment.
• 2+ years of people management experience leading Customer Success or similar teams.
• Proficiency in CRM and Customer Success platforms; strong analytical skills.

Responsibilities

• Lead and develop a team of Customer Success Managers across high-value and emerging accounts.
• Set goals, monitor KPIs (retention, utilization, health scores), ensure accountability.
• Oversee Success Planning and engagement strategies for different customer segments.
• Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
• Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
• Act as the point of contact for critical issues and executive-level customer interactions.
• Recruit, onboard, and mentor team members to build skills and career growth.
• Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.
• Drive Customer Health Score improvements and adoption metrics.

Skills

Customer Success

People management

CRM proficiency

Analytics

Education

Bachelor’s degree in Business, Marketing, Communication, or related field

Tools

CRM platforms

Job description

Thomson Reuters is seeking a Manager of Customer Success in a hybrid US role. You will lead a team of Customer Success Managers, driving adoption, retention, and customer satisfaction across key segments while aligning with Sales, Product, Support, and Marketing.

You will coach, set priorities, and develop your team to deliver measurable outcomes. Strong CRM/CS platform proficiency and a track record in SaaS are essential, with a focus on data-driven decision making and scalable processes.