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Customer Success Manager
Thomson ReutersCustomer Success Manager managing ONESOURCE client portfolio in Melbourne. Focusing on client retention, satisfaction, and growth while building trusted relationships and driving product adoption.
About the role
Key responsibilities & impact- Own and manage a portfolio of client accounts focusing on renewals, retention, and price yield
- Build trusted relationships with clients, including senior and C-suite stakeholders
- Proactively reduce cancellations through regular engagement, value-led conversations
- Develop and execute customer success plans to improve satisfaction, retention, and onboarding
- Drive product adoption by creating usage plans and identifying training needs
- Maintain accurate forecasting, CRM records, territory plans, account health updates
Requirements
What you’ll need- Minimum 5–8 years' experience in Customer Success, Account Management, or similar client-facing role
- Proven track record of retaining and growing a portfolio of accounts
- Strong relationship-building skills, experience engaging with C-level stakeholders
- Excellent account planning, organisation, and prioritisation skills
- Highly customer-focused with strong commercial awareness
- Outstanding verbal and written communication skills
- Proficient in Salesforce or equivalent CRM platforms
Benefits
Comp & perks- Hybrid Work Model: 2-3 days a week in the office
- Flex My Way: supportive workplace policies for personal and professional responsibilities
- Career Development and Growth: continuous learning and skill development
- Competitive Benefits: flexible vacation, Mental Health Days, Headspace app access, retirement savings, tuition reimbursement, employee incentive programs
- Social Impact: two paid volunteer days off annually
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementportfolio managementaccount planningforecasting
Soft Skills
relationship-buildingcommunicationorganisationprioritisationcustomer-focused