Product Success Manager

Thomson Reuters is a global leader in providing trusted content and technology for professionals across various sectors. They are seeking a Senior Customer Success Manager to drive customer engagement, maximize product usage, and ensure customer satisfaction through effective relationship management and tailored success plans.

Responsibilities:

• Cultivate and sustain strong relationships with key/complex customer account stakeholders
• Act as the main point of contact for customer inquiries and support
• Design and implement customer success plans tailored to each customer's specific goals and objectives
• Conduct regular check-ins and quarterly business reviews (QBRs) to assess progress and realign strategies as needed
• Guide new customers through the onboarding process, ensuring a smooth transition and rapid time to value (TTV)
• Coordinate and deliver training sessions and webinars to educate customers on product features and best practices
• Analyze customer usage patterns to identify adoption barriers and develop strategies to increase product engagement
• Monitor key performance indicators (KPIs) such as customer health scores and adoption rates to ensure high product utilization
• Collaborate with the sales team to manage renewals and identify upselling and cross-selling opportunities
• Work closely with customers to challenge and evolve their goals, driving high retention rates
• Act as a customer advocate, gathering feedback to inform product development and marketing strategies
• Develop customer success stories and case studies to showcase the value of TR solutions
• Partner with sales, marketing, and product teams to align customer success initiatives with business goals
• Participate in strategic account planning and joint campaigns with key partners

Requirements:

• Bachelor's degree in a relevant field (e.g. tax, accounting)
• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable
• Understanding workflows, terminology, and common challenges
• Masters or CPA is a plus
• Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred
• Gainsight, Gong, or Salesforce user experience is a plus
• Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to corporate tax workflow and tax research, and analysis
• Ability to travel 25%