Manager, Customer Success — TR Tax & Trade (U.S.)

Were looking for a Customer Success Manager to lead a team of Customer Success Managers with customers across our Indirect Tax Direct Tax and Global Trade solutions (ONESOURCE). Youll coach and enable your team to deliver measurable customer outcomes through structured Customer Success Plans (CSPs) executive business reviews (EBRs) and proactive customer check-ins. Your team will focus on adoption value realization and expansion in partnership with Sales and Professional Services.

About the Role

In this opportunity as a Manager Customer Success you will:

• Lead and develop a high-performing CSM team:

  • Hire coach and mentor CSMs to deliver consistent CSPs EBRs customer check-ins and business expansion

  • Establish clear performance metrics tied to retention adoption NRR and customer advocacy

  • Invested in team success celebrate wins address gaps and build capability

• Drive customer outcomes and retention:

  • Ensure each account has an actionable CSP aligned to business goals value metrics milestones and risk/mitigation plans

  • Run EBRs and regular exec check-ins to validate outcomes secure sponsorship and align next-stage value

• Manage customer health:

  • Track product usage time-to-value and leading indicators; escalate risk early with cross-functional mitigation plans

  • Standardize plays for onboarding adoption and renewal

• Partner for growth:

  • Identify and qualify expansion opportunities; collaborate with Sales on strategy and execution

  • Coordinate with Professional Services Support Product and Engineering to remove blockers and accelerate outcomes

• Operate with rigor:

  • Use Gainsight and Salesforce to maintain accurate account data health scores and track accounts

  • Share market feedback and competitive insights to inform product roadmap and go-to-market strategy

• Live our TR core values:

  • Obsess over customers compete to win challenge your thinking act fast learn fast and be stronger togetherdriving impact through curiosity speed and collaboration.

Key Outcomes

• Renewal rate and net revenue retention goals met or exceeded

• Increased customer adoption and time-to-value across ONESOURCE solutions

• Identify and drive expansion across your assigned customer portfolio

• High-quality consistent delivery of CSPs EBRs and check-ins across the team

• Clear visibility and action plans for at-risk accounts

• Strong cross-functional collaboration that improves customer experience and advocacy

About You

You are a fit for the role of Manager Customer Success if you have:

• 3 years leading or managing Customer Success teams (SaaS preferred); experience with tax trade or ERP ecosystems is a plus

• Demonstrated passion for developing people and building high-performing teams.

• Energized and elevated others; lead with empathy clarity and accountability

• Proven track record driving retention adoption and expansion with enterprise or strategic accounts

• Hands-on experience with Gainsight and Salesforce (or similar CS/CRM platforms)

• Familiarity with ONESOURCE Pagero or comparable tax/trade solutions is a plus

• Understanding of SaaS implementation and cloud delivery models

• Strong executive presence: excellent communication stakeholder management and facilitation skills for EBRs and executive check-ins

• Bachelors degree required; masters degree a plus

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Whats 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 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.

In the United States Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health dental vision disability and life insurance programs as well as a competitive 401k plan with company addition Thomson Reuters offers market leading work life benefits with competitive vacation sick and safe paid time off paid holidays (including two company mental health days off) parental leave sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally Thomson Reuters offers the following additional benefits: 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; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. For any eligible US locations unless otherwise noted the target total cash compensation range for this role is $147000 - $273000. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individuals knowledge skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 09/21/2025.

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.

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