Customer Success Manager, EMEA

The Customer Success Manager is essential in driving customer engagement and maximizing product usage serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships developing and executing personalized success plans and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate gathering feedback to influence product development and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value customer health scores and adoption rates of new features.

About the Role

In this opportunity as a Customer Success Manager (Tax & Trade) you will play a critical role in driving customer value adoption and longterm success. You will serve as the primary trusted advisor for your customer portfolio ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives.

You will:

• Cultivate and sustain strong relationships with key customer stakeholders acting as the primary point of contact for ongoing engagement support and strategic guidance.
• Design and execute tailored customer success plans aligned to each customers objectives regulatory context and maturity ensuring measurable outcomes and value realization.
• Proactively identify retention and churn risks develop targeted mitigation strategies and triage issues with the appropriate internal teams to protect customer outcomes and renewals.
• Conduct regular customer checkins and Executive Business Reviews (EBRs) to review progress align on priorities and proactively address risks or opportunities.
• Monitor and analyze product usage and adoption trends identifying barriers to adoption and implementing targeted strategies to increase engagement feature utilization and customer health.
• Track and manage key success metrics including customer health scores adoption of new features time to first value and overall satisfaction.
• Collaborate closely with Sales to support renewals and identify expansion opportunities including upsell and crosssell initiatives while helping customers evolve and challenge their goals.
• Act as the voice of the customer gathering insights and feedback to inform product development roadmap prioritization and gotomarket strategies.
• Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions.
• Partner crossfunctionally with Sales Product Marketing and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.

Success in this role is measured through strong customer outcomes high retention rates increased product adoption and longterm customer advocacy.

About You

Youre a strong fit for the role of Customer Success Manager if you bring the following experience skills and mindset:

• Bachelors degree preferably in Law Business Finance Economics or a related field (or equivalent professional experience).
• 35 years of relevant experience in Customer Success Account Management Consulting or a clientfacing role within SaaS Tax Trade Regulatory or Financial Services environments.
• Strong interest in technology and software solutions with a willingness to learn and work with innovative AIenabled products.
• Proven ability to build trusted longterm customer relationships and engage effectively with stakeholders at multiple levels.
• Analytical mindset with the ability to interpret usage data adoption metrics and customer health indicators to drive proactive action.
• Excellent communication presentation and stakeholdermanagement skills.
• Positive customercentric attitude with strong problemsolving capabilities and a proactive approach to managing risk and change.
• Demonstrated ability to work effectively in crossfunctional teams contributing to shared goals and exceptional customer experiences.
• Comfortable operating in a regulated and detailoriented domain balancing customer needs with compliance and product best practices.

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Whats in it For You

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.

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