Thomson Reuters
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.
You will set priorities, coach team members, and partner cross‑functionally to align Customer Success initiatives with business objectives. Success in this role means building a high‑performing team, fostering a culture of customer advocacy, and driving metrics that matter.
About the Role
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
Customer Health Score improvement across portfolios.
Utilization and adoption rates for strategic products.
Employee engagement and development outcomes.
About You The best Customer Success Managers thrive under your leadership because you combine strategic vision with hands‑on coaching. You are passionate about customer outcomes, team development, and operational excellence.
What Makes You Stand Out
Inspirational Leader:
You motivate and empower your team to deliver exceptional results.
Customer Advocate:
You champion the voice of the customer and align strategies to drive measurable value.
Strategic Operator:
You balance long‑term vision with day‑to‑day execution.
Data‑Driven Decision Maker:
You leverage metrics to guide priorities and improve performance.
Collaborative Influencer:
You build strong partnerships across Sales, Product, and Support.
Change Agent:
You embrace innovation and lead process improvements that scale.
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:
We've adopted a flexible hybrid working environment (2–3 days a week in the office depending on the role).
Flexibility & Work‑Life Balance:
Flex My Way policies support personal and professional responsibilities, including up to 8 weeks of work‑from‑anywhere per year.
Career Development and Growth:
Continuous learning and skill development programs empower you to lead and thrive in an AI‑enabled future.
Industry Competitive Benefits:
Comprehensive plans covering vacation, mental health days, Headspace app, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.
Culture:
Inclusion, belonging, flexibility, and values of customer obsession, competition, innovation, speed, and unity.
Social Impact:
Two paid volunteer days per year and opportunities for ESG initiatives.
Making a Real‑World Impact:
Helping customers pursue justice, transparency, and truth worldwide.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees.
Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401(k) plan with company match.
For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $147,000 – $273,000.
This is inclusive of both base pay and any target sales incentive.
Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity.
Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
We are proud to be an Equal Employment Opportunity Employer providing a drug‑free workplace.
We make 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 in the recruiting process, you may contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com.
Learn more on how to protect yourself from fraudulent job postings.
More information about Thomson Reuters can be found at thomsonreuters.com.
#J-18808-Ljbffr
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.
You will set priorities, coach team members, and partner cross‑functionally to align Customer Success initiatives with business objectives. Success in this role means building a high‑performing team, fostering a culture of customer advocacy, and driving metrics that matter.
About the Role
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
Customer Health Score improvement across portfolios.
Utilization and adoption rates for strategic products.
Employee engagement and development outcomes.
About You The best Customer Success Managers thrive under your leadership because you combine strategic vision with hands‑on coaching. You are passionate about customer outcomes, team development, and operational excellence.
What Makes You Stand Out
Inspirational Leader:
You motivate and empower your team to deliver exceptional results.
Customer Advocate:
You champion the voice of the customer and align strategies to drive measurable value.
Strategic Operator:
You balance long‑term vision with day‑to‑day execution.
Data‑Driven Decision Maker:
You leverage metrics to guide priorities and improve performance.
Collaborative Influencer:
You build strong partnerships across Sales, Product, and Support.
Change Agent:
You embrace innovation and lead process improvements that scale.
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:
We've adopted a flexible hybrid working environment (2–3 days a week in the office depending on the role).
Flexibility & Work‑Life Balance:
Flex My Way policies support personal and professional responsibilities, including up to 8 weeks of work‑from‑anywhere per year.
Career Development and Growth:
Continuous learning and skill development programs empower you to lead and thrive in an AI‑enabled future.
Industry Competitive Benefits:
Comprehensive plans covering vacation, mental health days, Headspace app, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.
Culture:
Inclusion, belonging, flexibility, and values of customer obsession, competition, innovation, speed, and unity.
Social Impact:
Two paid volunteer days per year and opportunities for ESG initiatives.
Making a Real‑World Impact:
Helping customers pursue justice, transparency, and truth worldwide.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees.
Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401(k) plan with company match.
For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $147,000 – $273,000.
This is inclusive of both base pay and any target sales incentive.
Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity.
Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
We are proud to be an Equal Employment Opportunity Employer providing a drug‑free workplace.
We make 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 in the recruiting process, you may contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com.
Learn more on how to protect yourself from fraudulent job postings.
More information about Thomson Reuters can be found at thomsonreuters.com.
#J-18808-Ljbffr