Thomson Reuters
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Manager, Customer Success - Tax
role at
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 high‑value accounts (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.
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.
What Makes You Stand Out
Inspirational Leader: Motivate and empower your team to deliver exceptional results.
Customer Advocate: Champion the voice of the customer and align strategies to drive measurable value.
Strategic Operator: Balance long‑term vision with day‑to‑day execution.
Data‑Driven Decision Maker: Leverage metrics to guide priorities and improve performance.
Collaborative Influencer: Build strong partnerships across Sales, Product, and Support.
Change Agent: 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: Flexible hybrid working environment (2–3 days a week in the office depending on the role) combined with digital connectivity.
Flexibility & Work‑Life Balance: “Flex My Way” workplace policies, work from anywhere for up to 8 weeks per year, and support for personal responsibilities.
Career Development and Growth: Continuous learning and skill development programs such as Grow My Way.
Industry‑Competitive Benefits: Flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for well‑being.
Culture: Diverse, inclusive environment with values of customer obsession, rapid learning, collaboration, and teamwork.
Social Impact: Two paid volunteer days off annually and participation in pro‑bono consulting and ESG initiatives.
In the United States, Thomson Reuters offers a comprehensive benefits package that includes health, dental, vision, disability, and life insurance, a competitive 401(k) plan with company match, paid holidays, parental leave, and sabbaticals. Additional benefits include optional hospital, accident and sickness insurance, flexible spending accounts, fitness reimbursement, employee assistance program, and more.
For any eligible U.S. locations, the target total cash compensation range for this role is $147,000 – $273,000, inclusive of base pay and any target sales incentive. Compensation is positioned within the range based on experience, skills, and internal equity.
About Us Thomson Reuters informs the way forward by bringing together trusted content and technology that professionals need to make the right decisions. Our products combine specialized software and insights across legal, tax, accounting, compliance, government, and media sectors to empower informed decisions and support the pursuit of justice, truth, and transparency.
Equal Employment Opportunity Thomson Reuters is proud to be an Equal Employment Opportunity Employer. We provide reasonable accommodations for applicants with disabilities and religious beliefs in accordance with applicable law. If you reside in the United States and require accommodation in the recruiting process, please contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com.
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Manager, Customer Success - Tax
role at
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 high‑value accounts (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.
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.
What Makes You Stand Out
Inspirational Leader: Motivate and empower your team to deliver exceptional results.
Customer Advocate: Champion the voice of the customer and align strategies to drive measurable value.
Strategic Operator: Balance long‑term vision with day‑to‑day execution.
Data‑Driven Decision Maker: Leverage metrics to guide priorities and improve performance.
Collaborative Influencer: Build strong partnerships across Sales, Product, and Support.
Change Agent: 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: Flexible hybrid working environment (2–3 days a week in the office depending on the role) combined with digital connectivity.
Flexibility & Work‑Life Balance: “Flex My Way” workplace policies, work from anywhere for up to 8 weeks per year, and support for personal responsibilities.
Career Development and Growth: Continuous learning and skill development programs such as Grow My Way.
Industry‑Competitive Benefits: Flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for well‑being.
Culture: Diverse, inclusive environment with values of customer obsession, rapid learning, collaboration, and teamwork.
Social Impact: Two paid volunteer days off annually and participation in pro‑bono consulting and ESG initiatives.
In the United States, Thomson Reuters offers a comprehensive benefits package that includes health, dental, vision, disability, and life insurance, a competitive 401(k) plan with company match, paid holidays, parental leave, and sabbaticals. Additional benefits include optional hospital, accident and sickness insurance, flexible spending accounts, fitness reimbursement, employee assistance program, and more.
For any eligible U.S. locations, the target total cash compensation range for this role is $147,000 – $273,000, inclusive of base pay and any target sales incentive. Compensation is positioned within the range based on experience, skills, and internal equity.
About Us Thomson Reuters informs the way forward by bringing together trusted content and technology that professionals need to make the right decisions. Our products combine specialized software and insights across legal, tax, accounting, compliance, government, and media sectors to empower informed decisions and support the pursuit of justice, truth, and transparency.
Equal Employment Opportunity Thomson Reuters is proud to be an Equal Employment Opportunity Employer. We provide reasonable accommodations for applicants with disabilities and religious beliefs in accordance with applicable law. If you reside in the United States and require accommodation in the recruiting process, please contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com.
#J-18808-Ljbffr