Enterprise Customer Success Manager
People.ai
Manager, Customer Success
Thomson Reuters
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $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
