Thomson Reuters
Manager, Customer Success - Tax
role at
Thomson Reuters .
Overview As the
Manager of Customer Success , you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments. This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.
Responsibilities
Set priorities, coach team members, and partner cross-functionally to align Customer Success initiatives with business objectives.
Build a high-performing team, foster a culture of customer advocacy, and drive metrics that matter.
Team leadership: Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.
Performance management: Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
Customer strategy: Oversee success planning and engagement strategies for different customer segments.
Cross-functional partnership: Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
Process optimization: Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
Escalation management: Act as the point of contact for critical issues and executive-level customer interactions.
Talent development: Recruit, onboard, and mentor team members to build skills and career growth.
Data-driven insights: Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.
Success metrics: Monitor customer health, utilization, and adoption to drive outcomes.
Qualifications
Bachelor’s degree in Business, Marketing, Communication, or 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.
Proven track record of driving retention, adoption, and team performance.
Proficiency in CRM and Customer Success platforms; strong analytical skills.
What’s in it For You?
Hybrid Work Model: flexible hybrid working environment (2-3 days a week in the office depending on the role).
Flexibility & Work-Life Balance: policies to manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
Career Development and Growth: Grow My Way programs and skills-first approach to develop AI-enabled future.
Industry Competitive Benefits: comprehensive plans including flexible vacation, mental health days, Headspace, retirement, tuition reimbursement, and wellbeing resources.
Culture: inclusive, values-driven culture with focus on customer obsession, competitive spirit, and collaboration.
Social Impact: paid volunteer days and ESG initiatives.
Making a Real-World Impact: commitment to justice, truth, and transparency in service of customers and society.
About Us Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We are a global company with opportunities to contribute and grow.
Equal Opportunity Statement Thomson Reuters is an Equal Employment Opportunity Employer. We provide reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation, contact our Human Resources Department.
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role at
Thomson Reuters .
Overview As the
Manager of Customer Success , you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments. This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.
Responsibilities
Set priorities, coach team members, and partner cross-functionally to align Customer Success initiatives with business objectives.
Build a high-performing team, foster a culture of customer advocacy, and drive metrics that matter.
Team leadership: Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.
Performance management: Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
Customer strategy: Oversee success planning and engagement strategies for different customer segments.
Cross-functional partnership: Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
Process optimization: Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
Escalation management: Act as the point of contact for critical issues and executive-level customer interactions.
Talent development: Recruit, onboard, and mentor team members to build skills and career growth.
Data-driven insights: Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.
Success metrics: Monitor customer health, utilization, and adoption to drive outcomes.
Qualifications
Bachelor’s degree in Business, Marketing, Communication, or 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.
Proven track record of driving retention, adoption, and team performance.
Proficiency in CRM and Customer Success platforms; strong analytical skills.
What’s in it For You?
Hybrid Work Model: flexible hybrid working environment (2-3 days a week in the office depending on the role).
Flexibility & Work-Life Balance: policies to manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
Career Development and Growth: Grow My Way programs and skills-first approach to develop AI-enabled future.
Industry Competitive Benefits: comprehensive plans including flexible vacation, mental health days, Headspace, retirement, tuition reimbursement, and wellbeing resources.
Culture: inclusive, values-driven culture with focus on customer obsession, competitive spirit, and collaboration.
Social Impact: paid volunteer days and ESG initiatives.
Making a Real-World Impact: commitment to justice, truth, and transparency in service of customers and society.
About Us Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We are a global company with opportunities to contribute and grow.
Equal Opportunity Statement Thomson Reuters is an Equal Employment Opportunity Employer. We provide reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation, contact our Human Resources Department.
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