Thomson ReutersRemote
Customer Success Manager, Indirect Tax
United States of America
Full Time
2 hours ago
$93,000 - $173,000 USD
H1B Sponsor Likely
Key skills
Indirect TaxSalesforceSaaS ImplementationsEnterprise Resource Planning (ERP)Cloud Software SolutionsGainsightBusiness AcumenSaaSERPResource PlanningCommunicationCollaborationCustomer SuccessSales
About this role
Thomson Reuters is a global leader in providing trusted content and technology for professionals across various sectors. They are seeking a Customer Success Manager who will build relationships with customers, manage their success, and drive retention and growth through tailored engagement and collaboration. This role requires strong business acumen and the ability to manage multiple projects effectively.
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
- 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
- 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