Thomson Reuters

Manager, Customer Success

Thomson Reuters

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $147,000 - $273,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudERP

About the role

  • Lead and develop a high-performing CSM team: Hire, coach, and mentor CSMs to deliver consistent CSPs, EBRs, customer check-ins and business expansion
  • Establish clear performance metrics tied to retention, adoption, NRR, and customer advocacy
  • Drive customer outcomes and retention: Ensure each account has an actionable CSP aligned to business goals, value metrics, milestones, and risk/mitigation plans
  • Run EBRs and regular exec check-ins to validate outcomes, secure sponsorship, and align next-stage value
  • Manage customer health: Track product usage, time-to-value, and leading indicators; escalate risk early with cross-functional mitigation plans
  • Standardize plays for onboarding, adoption, and renewal
  • Partner for growth: Identify and qualify expansion opportunities; collaborate with Sales on strategy and execution
  • Coordinate with Professional Services, Support, Product, and Engineering to remove blockers and accelerate outcomes
  • Operate with rigor: Use Gainsight and Salesforce to maintain accurate account data, health scores, and track accounts
  • Share market feedback and competitive insights to inform product roadmap and go-to-market strategy
  • Live our TR core values: Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together—driving impact through curiosity, speed, and collaboration.

Requirements

  • 3+ years leading or managing Customer Success teams (SaaS preferred); experience with tax, trade, or ERP ecosystems is a plus
  • Demonstrated passion for developing people and building high-performing teams
  • Energized and elevated others; lead with empathy, clarity, and accountability
  • Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts
  • Hands-on experience with Gainsight and Salesforce (or similar CS/CRM platforms)
  • Familiarity with ONESOURCE, Pagero, or comparable tax/trade solutions is a plus
  • Understanding of SaaS implementation and cloud delivery models
  • Strong executive presence: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins
  • Bachelor’s degree required; master’s degree a plus