Senior Manager, Customer Success – AI Solutions
Thomson Reuters
Job Level
Lead
About the role
- Leading, inspiring, and growing a global team of Customer Success Managers
- Designing and driving a unified onboarding, implementation, and training strategy across diverse customer segments and regions
- Championing a culture obsessed with customer enablement, satisfaction, and continuous improvement (CSAT scores are your scoreboard)
- Ensuring customers go live smoothly and on time with best-in-class onboarding experiences
- Building scalable customer training programs while providing tailored, white-glove support where needed
- Coaching and mentoring regional leads to manage and inspire their teams
- Defining and tracking key metrics like time-to-value and onboarding success rates
- Collaborating with Product, Support, Sales, and Marketing to create a frictionless customer journey
- Acting as the voice of the customer to influence product innovation and business improvements
- Based in Brisbane office with a split of office work and work from home (hybrid)
Requirements
- 10+ years in Customer Success, Professional Services, or a similar senior post-sales leadership role in SaaS
- Strong experience managing global teams across multiple time zones
- A background in CSM, with hands-on expertise in onboarding, implementation, and training
- Proven success in scaling high-performing, operationally efficient teams
- Exceptional communication, leadership, and stakeholder management chops
- Familiarity with Customer Success tools, CRM systems, and project tracking platforms
- Bonus points for experience in event technology
- Able to attend our Brisbane office 3 days per week (role is based in Brisbane)
