Customer Success Manager, Corporate Tax

Thomson Reuters is a leading provider of trusted journalism and technology solutions. The Customer Success Manager will be responsible for managing a book of business, driving customer performance towards strategic objectives, and ensuring customer retention and growth.

Responsibilities:

• Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes
• Develop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional Services
• Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments
• Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team
• Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration
• Leverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accurately
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives

Requirements:

• 8+ years of professional experience, with a minimum of 3 years' experience in customer success
• Direct OR Indirect Tax experience
• 4-year college degree required
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving
• Ability to travel, 25%
• Master's degree or equivalent preferred
• Gainsight, or Salesforce user experience a plus
• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus
• Experience working in and around cloud software solutions and cloud delivery models