Strategic Customer Success Manager
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Job Summary
Strategic Customer Success Manager ANZ Corporate
(Thomson Reuters ONESOURCE)
Were seeking a Strategic Customer Success Manager to drive customer outcomes across our largest and most strategic customers in Australia and New Zealand. As a key member of our team youll work closely with Strategic Account Managers to ensure our customers achieve measurable business value from their Thomson Reuters investment. Your primary goal will be to identify opportunities to strengthen long-term partnerships and expand existing relationships.
About the Role
In this opportunity as a Strategic Customer Success Manager you will:
- Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts.
- Develop and execute Customer Success Plans aligned to customer business priorities.
- Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) and strategic governance meetings.
- Drive product adoption utilisation and time-to-value across Thomson Reuters solutions.
- Monitor customer health identify risks early and execute retention strategies.
- Partner with Strategic Account Managers to identify expansion cross-sell and upsell opportunities.
- Build trusted executive relationships with customer stakeholders.
- Act as the Voice of the Customer across Product Support Professional Services and Sales.
- Coordinate internal resources to ensure successful delivery and customer outcomes.
- Capture customer insights success metrics and engagement activities within Salesforce.
- Develop customer advocates references and long-term strategic partnerships.
Success Measures
- Renewal and retention performance.
- Customer health and adoption metrics.
- Executive engagement across strategic accounts.
- Customer satisfaction and advocacy.
- Expansion pipeline generated within existing customers.
- Delivery of Customer Success Plans and Quarterly Business Reviews.
- Reduced customer risk and churn.
About you
Youre a fit for the role of Strategic Customer Success Manager if you have the following required qualifications:
- 5 years in Customer Success Strategic Account Management or Enterprise SaaS.
- Experience managing enterprise or strategic customers.
- Strong executive stakeholder engagement.
- Commercial mindset with the ability to identify growth opportunities.
- Strong analytical communication and problem-solving skills.
- Experience working within cross-functional matrix organisations.
- Familiarity with Salesforce and Customer Success platforms.
- Exposure to Tax Legal Risk or Compliance solutions is advantageous.
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Whats in it For You
Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
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 tomorrows 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 26000 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 .
Required Experience:
Manager
About Company
Document Intelligence from Thomson Reuters makes analyzing contracts and documents easy by leveraging the power of A.I. and the expertise of Practical Law.
