Director, Customer Success Audit Workflow

About the Role

The Director of Customer Success will be a critical leader in bringing our Customer Success vision to life for the Audit Workflow business. The organization design and strategy have been setnow we need a leader to finish building out the team operationalize our approach and ensure Customer Success becomes a strategic differentiator for our clients.
This role will oversee hiring and onboarding Customer Success Managers across the portfolio partner with training teams and external consultants to deliver enablement programs and embed best practices that elevate the customer experience. The Director will work closely with other CS leaders across Tax Audit & Accounting to ensure alignment and consistency while driving execution that positions Customer Success as a competitive advantage.

Key Responsibilities
Team Build-Out: Complete hiring for Customer Success Managers across the Audit Workflow portfolio and ensure smooth onboarding.

Enablement & Training: Partner with internal training teams and external consultancy to deliver playbooks training programs and tools that equip the team for success.

Operational Execution: Implement and refine processes that support adoption retention and customer satisfaction at scale.

Customer Experience Leadership: Champion initiatives that make Customer Success a differentiator in the market ensuring a seamless and value-driven customer journey.

Cross-Functional Collaboration: Work closely with Sales Product Marketing and other CS leaders to align strategies and deliver unified outcomes.

Performance Management: Define and monitor KPIs for the team including adoption retention and customer health metrics.

Continuous Improvement: Leverage insights and feedback to optimize programs processes and customer engagement strategies.

About You
You are a proven Customer Success leader who thrives in building and scaling teams. You bring experience from sales-driven organizations and understand how to align Customer Success with revenue growth and customer value. You are passionate about creating exceptional customer experiences and know how to turn strategy into execution.
What Makes You Stand Out:
Builder & Executor: You excel at hiring onboarding and operationalizing new teams.

Customer-Centric Vision: You see Customer Success as a growth engine and competitive differentiator.

Sales-Aligned Expertise: You understand how CS integrates with sales motions to drive renewals and expansion.

Collaborative Leader: You work seamlessly across functions and influence at all levels.

Data-Driven: You use metrics to guide decisions and improve performance.

Change Leader: You thrive in early-stage environments and bring clarity and structure to new initiatives.

Qualifications:
Bachelors degree in Business Marketing or related field (MBA preferred).

10 years in Customer Success or Account Management roles with at least 5 years in leadership.

Experience building and scaling CS teams in SaaS or technology businesses.

Strong understanding of sales processes and revenue alignment.

Exceptional communication stakeholder management and organizational skills.

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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.

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 $175000 USD - $325000 USD. 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 is inclusive of both base pay and any target sales incentive.

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.

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