Manager, Customer Success

Were looking for a Manager of Customer Success to lead a team of Customer Success Managers (CSMs) serving customers across our Indirect Tax and Direct Tax solutions (ONESOURCE). This leader will also directly hold and manage their own focused book of enterprise customers while managing and developing a team of Customer Success professionals.
The ideal candidate is equally comfortable leading people and engaging with executives at our largest customers setting direction for the team modeling best-in-class customer success practices and rolling up their sleeves to drive outcomes for their own accounts.

About the Role
In your capacity serving your individual book of business you will:
Own a portfolio of enterprise and strategic customers across our Tax and Trade solutions.
Build and execute customer success plans (CSPs) lead executive business reviews (EBRs) and executive check-ins
Track product usage time-to-value and leading indicators to proactively manage customer health and escalate risk early.
Identify and drive expansion opportunities within your assigned portfolio collaborating with Sales on strategy and execution.
Model best-in-class customer success practices
In your capacity as the leader of a team of CSMs you will:
Hire coach and hold CSMs accountable to develop and demonstrate strong skills in customer relationship management problem-solving and strategic account planning.
Set and monitor clear performance metrics tied to adoption retention expansion and customer advocacy.
Ensure high-quality consistent delivery of CSPs EBRs and proactive check-ins across the team.
Act as an escalation point for customer issues working cross-functionally to resolve challenges and advocate for customer needs.
Partner closely with Sales Product Customer Support Professional Services Engineering and Enablement to remove blockers and accelerate outcomes.
Use Gainsight Salesforce and related tooling to maintain accurate account data health scores and activity tracking for your team.
Lead by example and build a culture of customer focus accountability rigor and continuous improvement within the team.

Key Outcomes
Renewal and NRR goals met or exceeded for both your team and your own accounts.
Higher adoption and faster time-to-value across Tax (ONESOURCE) solutions.
Clear customer health visibility and strong plans for at-risk accounts.
Consistent delivery of CSPs EBRs and proactive engagement.
Expansion opportunities identified and executed across all portfolios.
Strong cross-functional collaboration and customer advocacy.

About You
You are a fit for the role of Manager Customer Success if you have:
Experience mentoring leading or managing CSM teams (SaaS preferred); tax trade or ERP experience is a plus.
Passion for developing people and building high-performing teams; you lead with empathy clarity and accountability.
Proven record driving retention adoption and expansion with enterprise/strategic accounts while owning a book of business.
Hands-on experience with Gainsight and Salesforce (or similar CS/CRM tools); Gong or similar is a plus.
Familiarity with ONESOURCE Pagero or comparable tax/trade solutions and understanding of SaaS/cloud delivery.
Strong executive presence with excellent communication and stakeholder management.
Strong business acumen and problem-solving; able to manage the full customer journey.
Demonstrated curiosity learning agility proactivity urgency strategic thinking collaboration and accountability.
Aligned to TR values: obsess over customers compete to win challenge your
Aligned to TR values: obsess over customers compete to win challenge your thinking act fast learn fast and be stronger together.
Bachelors degree required; masters degree a plus.
Ability to travel up to 25%.

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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.

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