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About the Role

Drive customer outcomes across the largest and most strategic customers in Australia and New Zealand. Work closely with Strategic Account Managers to ensure customers achieve measurable business value from their Thomson Reuters investment. Identify opportunities to strengthen long-term partnerships and expand existing relationships.

Responsibilities

• 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.

Requirements

• 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.

Location

• Australia
• New Zealand

Work Type

• Hybrid Work Model
• Flexible work arrangements

Experience Level

• 5+ years

Benefits

• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing

About the Company

• 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 26,000 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.
• We are not riding the AI wave — we’re reshaping the future of professional work across law, tax, compliance, and journalism.
• Collaborate with smart, ambitious people who thrive on solving complex problems, delivering market-leading solutions, and innovating with curiosity and care.

Equal Opportunity

• 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.