Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.
- Grow My Way programming and skills-first approach
- Comprehensive benefit plans to include 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
- Market competitive health, dental, vision, disability, and life insurance programs
- Competitive 401k plan with company match
- Competitive vacation, sick and safe paid time off
- Paid holidays (including two company mental health days off)
- Parental leave
- Sabbatical leave
- Optional hospital, accident and sickness insurance paid 100% by the employee
- Optional life and AD&D insurance paid 100% by the employee
- Flexible Spending and Health Savings Accounts
- Fitness reimbursement
- Access to Employee Assistance Program
- Group Legal Identity Theft Protection benefit paid 100% by employee
- Access to 529 Plan
- Commuter benefits
- Adoption & Surrogacy Assistance
- Tuition Reimbursement
- Access to Employee Stock Purchase Plan
- Two paid volunteer days off annually
- Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives
Company Overview
Thomson Reuters (TSX/NDAQ: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. It was founded in 2008, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is https://www.tr.com.Company H1B Sponsorship
Thomson Reuters has a track record of offering H1B sponsorships, with 1 in 2026, 13 in 2025, 12 in 2024, 5 in 2023. Please note that this does not guarantee sponsorship for this specific role.