Principal Customer Success Manager

Thomson Reuters is seeking an experienced Principal Customer Success Manager to lead strategic relationships and drive measurable outcomes across their enterprise customer base. This role involves overseeing the customer lifecycle, driving adoption and retention, and leveraging AI-driven insights to enhance customer experience.

Responsibilities:

• Establish and maintain multi-level executive relationships, aligning customer objectives to outcomes and value
• Lead strategic relationships and success planning for global enterprise customers
• Oversee the end-to-end customer lifecycle — from implementation to renewal and advocacy. Partner across Sales, Product, Professional Services, Marketing, Support and other internal teams to unify engagement and drive strategic initiatives
• Drive adoption, value realization, and measurable ROI for every customer
• Lead proactive risk management and ensure customer satisfaction and retention. Influence product and go-to-market strategy with customer insights
• Partner across functions to ensure seamless customer experience and governance
• Leverage AI-driven insights and data analytics to proactively manage risk, identify opportunities, and optimize customer experience Champion customer advocacy through reference programs, testimonials, and thought leadership initiatives

Requirements:

• 10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology
• Deep domain expertise with proven success managing complex global customers in matrixed organizations with multi-product portfolios
• Demonstrated ability to balance strategic relationship management with operational execution
• Proven success driving adoption, retention, and expansion outcomes
• Strong executive communication and influence skills
• Proficiency in AI-enabled success platforms (e.g., Gainsight, Salesforce, Gong Copilot tools) and data-driven decision making
• Bachelor's degree required
• MBA preferred