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Strategic Customer Success Manager
Thomson Reuters. Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts .
About the role
Key responsibilities & impact- Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts
- Develop and execute Customer Success Plans aligned to customer business priorities
- Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) and strategic governance meetings
- Drive product adoption, utilisation and time-to-value across Thomson Reuters solutions
- Monitor customer health, identify risks early and execute retention strategies
- Partner with Strategic Account Managers to identify expansion, cross-sell and upsell opportunities
- Build trusted executive relationships with customer stakeholders
- Act as the Voice of the Customer across Product, Support, Professional Services and Sales
- Coordinate internal resources to ensure successful delivery and customer outcomes
- Capture customer insights, success metrics and engagement activities within Salesforce
- Develop customer advocates, references and long-term strategic partnerships
Requirements
What you’ll need- 5+ years in Customer Success, Strategic Account Management or Enterprise SaaS
- Experience managing enterprise or strategic customers
- Strong executive stakeholder engagement
- Commercial mindset with the ability to identify growth opportunities
- Strong analytical, communication and problem-solving skills
- Experience working within cross-functional matrix organisations
- Familiarity with Salesforce and Customer Success platforms
- Exposure to Tax, Legal, Risk or Compliance solutions is advantageous
Benefits
Comp & perks- Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role)
- Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities
- Career Development and Growth: By fostering a culture of continuous learning and skill development
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees 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 Success StrategyAccount ManagementProduct AdoptionRetention StrategiesGrowth Opportunity Identification
Soft Skills
Communication SkillsRelationship BuildingAnalytical Skills