Strategic Customer Success Manager

Thomson Reuters

Strategic Customer Success Manager driving enterprise SaaS adoption, retention, and growth for Thomson Reuters’ Australian and New Zealand customers. Partnering with strategic accounts and internal teams to deliver measurable value.

Posted 8/13/2026full-timePyrmont • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the post-sale customer lifecycle for enterprise accounts, focusing on customer success, retention strategies, and executive engagement. Proficient in leveraging Salesforce for tracking customer insights and driving product adoption and satisfaction.

Highest-signal resume keywords

Customer Success ManagementExecutive Stakeholder EngagementSalesforce ProficiencyAnalytical Problem-SolvingEnterprise SaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementStrategic Account ManagementProduct AdoptionRetention StrategiesCustomer Health MonitoringCross-Sell and Upsell IdentificationSuccess Metrics DevelopmentEngagement Activities TrackingGovernance Meeting LeadershipCommercial Mindset

Soft Skills

Strong Communication SkillsRelationship BuildingAnalytical SkillsProblem-Solving Skills

Tools & Technologies

SalesforceCustomer Success Platforms

Industry Keywords

Enterprise AccountsTax SolutionsLegal SolutionsRisk SolutionsCompliance Solutions

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, Quarterly Business Reviews, 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 in Salesforce
Develop customer advocates, references, and long-term strategic partnerships
Deliver renewals, retention, customer health, adoption, executive engagement, satisfaction, advocacy, and expansion outcomes

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 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

Flexible hybrid working environment
Work from anywhere for up to 8 weeks per year
Flexible work arrangements and Flex My Way supportive workplace policies
Continuous learning and skill development through Grow My Way programming
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities for pro-bono consulting projects and ESG initiatives
Inclusion and belonging programs
Work-life balance support