Customer Success is not just a function or team at Thomson Reuters, but also our reason for doing business. We measure our success based on the prioritization of our customers' needs and goals. The relationship we create with our customers determines the future benefits for them and our company. The TR Tax & Trade CSM are responsible for customers within our Indirect Tax, Direct Tax or Global Trade lines of business. The CSM is assigned a book of business specific to Concierge and/or Advisory customers, responsible for the development of customers knowledge on their suite of offerings. The CSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with growth and retention of customers.
Location: Remote based position
About the Role:
In this opportunity as a Customer Success Manager, you will:
Understand “what success looks like” for our customers and partner with them to define their business outcomes. Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment and track against targets over time
Drive best practices developed with your customer base that can be shared with other team members.
Includes but not limited to, developing commercial growth strategies, defining how best to collaborate with internal partners such as Sales and Professional Services, and identifying long-term Customer Success Plans that are best in class for others to learn from
Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges and growth opportunities to build useful insights and strategically adjust when needed
Growing value – Assess the maturity of deployed offerings and functionality to make recommendations for improvement. Work closely with the commercial team to activate those opportunities
Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams that result in retention, growth, and education, tailored to their workflow
Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately
Lead business plan presentations of your book of business which account for planning, preparation, and execution of how to maximize efficiency, retention, and growth within your customer base
Key Deliverables
Develop relationships and optimize Concierge and Advisory customer accounts, driving Customer Success Plans, QBR, regular cadence connections each month with executive summaries.
Delivery of target financial and customer experience objectives for the Corporate Tax and Trade segment (e.g., client renewal rate and value growth through increased customer adoption)
Identify at-risk customers, Customer leads to assist in attainment of growth targets
Reporting on market and competitor activities
Represent the Customer Success team through presentations across internal meetings with other company functions necessary to perform duties and aid business development
Ensure key metrics are tracked such as active users, user logon, usage metrics and overall retention rates
Liaise between the customer and Thomson Reuters teams such as, customer support, professional services, technology, and product management teams, as needed
About You:
You are a fit for the role of Customer Success Manager if you have:
8+ years of professional experience, with a minimum of 3 years’ experience in customer success
4-year college degree required, master’s degree or equivalent preferred
Experience in ONESOURCE or similar solutions for tax and trade
Gainsight User Experience a plus
Salesforce User Experience a plus
Pagero 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
Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.
Ability to work remote
Travel required when necessary
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What’s in it For You?
Flexibility & Work-Life Balance: 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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
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. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer 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, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
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What We Do
Thomson Reuters (NYSE / TSX: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. The company serves professionals across legal, tax, accounting, compliance, government, and media. Its products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. For more information, visit tr.com.
