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About the Role

As a Customer Success Manager focused on direct tax, you will translate complex tax rules and changing regulations into practical guidance, helping clients stay ahead of change and make confident decisions in every filing season. The Customer Success Manager (CSM) is assigned a book of business specific to Concierge and/or Advisory customers, responsible for the development of customers' knowledge on their suite of offerings. The CSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with the growth and retention of customers.

Responsibilities

Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes
Develop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional Services
Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments
Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team
Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration
Leverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accurately
Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives

Requirements

8+ years of professional experience, with a minimum of 3 years’ experience in customer success
Direct Tax experience
4-year college degree required
Experience working in and around cloud software solutions and cloud delivery models
Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving.
Ability to travel, 25%

Skills

Gainsight
Salesforce
Salesforce user experience
Functional/technical skills in SaaS implementations
Enterprise Resource Planning (ERP) applications

Location

Work Type

Flex My Way
work from anywhere for up to 8 weeks per year
flexible work arrangements

Experience Level

8+ years of professional experience
3 years’ experience in customer success

Education Level

4-year college degree
Master’s degree or equivalent

Salary/Compensations

$93,100 USD - $172,900 USD

Benefits

Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities
flexible work arrangements, including work from anywhere for up to 8 weeks per year
Grow My Way programming
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
two paid volunteer days off annually
pro-bono consulting projects
Environmental, Social, and Governance (ESG) initiatives
market competitive health, dental, vision, disability, and life insurance programs
competitive 401k plan with company match
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
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
access to Employee Stock Purchase Plan

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.
Join us and help shape the industries that move society forward.

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.