Customer Success Manager

Responsibilities

• Partner with customers to define success, deliver educational activities, and track progress toward business outcomes.
• Develop and share best practices and Customer Success Plans in collaboration with Sales and Professional Services.
• Monitor customer health by tracking usage data and escalating critical concerns to drive strategic adjustments.
• Identify and activate commercial growth opportunities by recommending improvements based on customer maturity.
• Ensure customers receive maximum value from their investment to drive retention and growth.
• Leverage technology tools like Gainsight and Salesforce to manage client information, pipeline, and financial forecasts.
• Build and present business plans and report on market and competitor activities.

Requirements

• 8+ years of professional experience, including at least 3 years in a customer success role.
• Direct experience within the Indirect Tax sector.
• 4-year college degree required (Master's degree preferred).
• Experience working with cloud software solutions and cloud delivery models.
• Ability to travel up to 25%.
• Strong business acumen, communication, and conflict resolution skills.

Preferred Qualifications

• Experience with Salesforce.
• Functional or technical skills in SaaS implementations.
• Knowledge of Enterprise Resource Planning (ERP) applications.

Benefits

• Flexible work arrangements, including the ability to work from anywhere for up to 8 weeks per year.
• Comprehensive health, dental, vision, disability, and life insurance programs.
• Competitive 401k plan with company match.
• Paid time off, including flexible vacation and two company-wide Mental Health Days.
• Career development through "Grow My Way" programming and a skills-first approach.
• Tuition reimbursement and employee incentive programs.

About the Company

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media, helping institutions pursue justice, truth, and transparency.